LuckyHour Casino - El jugador enfrenta un problema de retiro retrasado.

Hello, I have been trying to withdraw my money from this casino for several weeks or months.

But they keep putting me off.

Hallo, ich versuche seit mehreren Wochen bzw Monaten bei diesem Casino mein Geld auszuzahlen.

Aber sie vertrösten mich ständig.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Have you made any successful withdrawals from this casino before?

Could you please specify when exactly you submitted the withdrawal request this complaint is about?

What types of games did you play?

Did you play with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi, I completed the KYC a long time ago.

I have never received a payout there.

I tried to make a withdrawal about two months ago. However, I cancelled it and tried again.

I keep getting emails telling me to wait. They say the finance team processes requests daily.

I don't think anyone at this casino ever gets their winnings paid out.

I won the money without an active bonus and played All Lucky Clovers 100.

Hallo das KYC habe ich schon lange erledigt.

Ich habe dort noch nie eine Auszahlung erhalten.

Ich habe vor ca 2 Monaten schon versucht eine Auszahlung zu machen. Habe sie dann aber mal abgebrochen und neu versucht.

Per Email bekomme ich ständig die Antwort das ich warten soll. Das Finanzteam würde die Anfragen täglich bearbeiten.

Ich glaube bei diesem Casino bekommt aber niemand seine Gewinne Ausgezahlt.

Ich habe das Geld ohne aktivem Bonus gewonnen gehabt und habe All Lucky Clovers 100 gespielt.

Please forward me all the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru, or post screenshots here. Also, kindly send me a screenshot of your transaction history, showing the pending withdrawal requests as well. Thank you for your patience and cooperation.

I forwarded a few emails. They're all about me constantly being put off.

Habe ein paar Mails weitergeleitet. Da geht es nur darum das ich ständig vertröstet werde

Dear Nasenmuschel

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the LuckyHour Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear LuckyHour Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear user,

I have just been informed directly from the casino that your withdrawal has been processed.

Could you confirm that you have received your money, please?

Thank you in advance.

Respectfully,

Romi

No, not everything has arrived yet. It's really not normal to have to wait several months and then only receive a portion after opening a case here. This should definitely be reported to the authorities. It's not the first time they've only made payments after a delay.

Nein ist immer noch nicht alles da. Es ist echt nicht Normal das man mehrere Monate warten muss und dann nur einen teil bekommt nachdem man hier einen Fall aufmacht. Das sollte auf jeden fall bei der Behörde gemeldet werden. Es ist ja auch nicht der erste Fall wo sie erst dann überhaupt Auszahlen.

How much is left, please?

760€

We will wait for the next withdrawal to arrive. Please let us know the updates.

Thank you.

Respectfully,

Romi

Nothing will happen even if I wait two months.

Da wird nix kommen auch wenn ich 2 Monate warte

Dear Casino Guru

We have successfully processed all payments to the player. We sincerely apologize for any inconvenience caused and thank you for your assistance in this matter.

Kind regards,

Gypsy Team

No, there is still €760 outstanding that I have not received.

Nein es sind immer noch 760€ offen die ich nicht erhalten habe

Thank you, LuckyHour Casino.

Have you also sent the last payment as the user indicated, please?

Thank you.

Respectfully,

Romi

Hello Casino Guru.

Yes, all payouts to the player have been completed, including the latest one of €760.

Thank you, and wishing you happy upcoming holidays.

Kind regards,

GPS

No, that's not true, the €760 still haven't been paid out. That's a lie.

Nein das stimmt nicht die 760€ sind immer noch nicht ausgezahlt worden. Das Ist eine Lüge

Here's a screenshot from my account showing that the payout is still pending.

Hier der Screenshot aus meinem Konto das die Auszahlung immer noch auf ausstehend ist.

Thank you, LuckyHour Casino, for the update.

Dear user,

Please let us know if you have now received the remaining balance or if it is still pending.

Thank you.

Respectfully,

Romi

I haven't received the money yet.

Habe das Geld noch nicht erhalten

Dear, Casino Guru.

We are currently reviewing the information and will get back to you with an update shortly. Thank you for your patience.

What exactly needs to be checked for months before I can get my money?

Was gibt es denn da Monatelang zu prüfen damit ich mein Geld bekomme?

Thank you, LuckyHour Casino.

We will wait for your update then.

Respectfully,

Romi

I received the money today.

This casino should definitely get a bad review from you.

Habe das Geld heute bekommen.

Das Casino sollte auf jeden fall eine schlechte Bewertung von euch bekommen.

Hello Casino Guru team,

We are writing to inform you that we successfully processed the payment to the player this Monday. We sincerely apologize for the delay and any inconvenience caused.

Thank you for your assistance in resolving this matter.

Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru