LuckyWave Casino - El retiro del jugador se retrasa.

After withdrawing a first time. After 1 day it was approved and sending to my bank in the weekend.

now with a second withdrawal of 200 euro they all day something different. They say they send it while its not as the status is still in progress. While its needs to be accepted in the transaction history, at accepted stage you know they send it. Now they say all different and other things to let me wait.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• When was the previous payout requested, and when did the money reach your bank account?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear danieljanssen,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of danieljanssen. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

Hi sorry,

i passed the KYC ofcourse and then they asked again a month ago.

i didnt use a bonus to play.

i am even VIP on the casino for faster payouts.

i have alot of money on the casino. So please help

kind regards

dani

Thanks for your reply.

Could you please specify how much you are attempting to withdraw at this point?

Could you please share a screenshot of your pending payout request or the most recent communication with support regarding the delay?

Send the information to my email at tomas@casino.guru or post screenshots here.

Dear danieljanssen,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Tomas

Casino.Guru