Luckygem Casino - El retiro del jugador se retrasa.

I have made a withdrawal, and at first they told me it would be processed within 24 hours, but it has been two days and still nothing has happened. The response from the customer service department is always the same, but with no result.

Εχω κάνει μια ανάληψη, ενω στην αρχή μου είπαν οτι εντός 24 ώρες θα έχει διεκπεραιωθεί έχουν περάσει ήδη δυο μέρες και ακόμα δεν έχει γίνει τίποτα. Η απάντηση από το τμήμα εξυπηρέτησης είναι πάντα η ίδια χωρίς όμως να υπάρχει αποτέλεσμα.

Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Tomas, Hello Masia19,

We have checked our system, and as we can see, your withdrawal has already been processed successfully.

Could you please confirm from your side if the funds have now reached your account?

Best regards,

Luckygem Team

the withdrawal was accepted after several messages

η ανάληψη έγινε δεκτή μετά από αρκετά μηνύματα

Dear Masia19,

Thank you very much for your reply. We are sorry that you had to wait so long for your withdrawal to be accepted.

Please note that we always carefully review all withdrawal requests in detail to ensure the funds are transferred securely and reach the right recipient. Sometimes this process may take a bit longer, but it is done solely to protect our players and guarantee safe transactions.

At the same time, we are constantly working on improving and speeding up the withdrawal process so that such delays can be avoided in the future.

We are glad to hear that your withdrawal has now been accepted. If you need any further assistance, please don’t hesitate to contact us.

Best regards,

Luckygem Team

Dear Masia19,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru