LuckyWave Casino - Se ha retrasado el pago de las ganancias del jugador.

Good afternoon,

I have a account with Luckywave Casino and given all my IDs and documents, even bank statement and payslip and they still don’t let me withdraw could you please please help me.

Regards

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.

Dear SONNYSSV,

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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello,

They have asked for statements after statements I have given all the documents and they are still not letting me withdraw.

They let you deposit what u want but when it comes to withdraw u always have problems.

They should ask for everything before deposit.

Hello,

I have been looking at reviews and can see a similar pattern, this site Luckywave does not give anyone there profit which is so wrong, thats why all of a sudden they keep on requesting docs after docs.

who asks for a selfie with u holding up your ID then statements from your bank and then statement from other betting sites and letter to explain where your money comes from and why you do certain transactions.

Its their job to ask for all this before you play so then you think twice.

i would never played on their site if I knew I would get this much of a problem withdrawing my own money.

They should have the decency to let me withdraw what I have won and my money and then say to continue playing you need this etc.

I don’t believe if I’m every going to get the money and they have said you have until April 20 to send in

more documents, which again I say I have given enough to have my money returned to me.

I don’t know how you will be able to help but if you could I would even be happy to let you have some of my hard earned money for getting this back for me as I believe a casino like this does not deserve to stress their customer this much and then not let them withdraw.

Regards

This is what they told me on my last email I sent all documents and still not allowed to withdraw.

Please please can you help me they are not going to give me my money.

Today they have disabled my account and not given me my money.

I have so many emails I can send u regarding this I explained tell me exactly what is missing no reply and according to me everything has been sent.

I gave all documents and they just needed a excuse.

Dear SONNYSSV,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good afternoon,

I have replied above a few times,

and sent u the screenshots but no withdrawal and they have stopped my account and said I will not receive my withdrawal.

I gave everything that they wanted and even said let me know exactly what is missing but no reply from them.

They just making excuses and never wanted to pay me my money.

Regards

Dear SONNYSSV, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Hello, thank you for your reply.

I have made withdrawals before but when I checked my history before I was not able to use the account I believe they have given me my deposits but no winnings.

I only placed bets on sports and I got winnings from my own money and some by bonus.

I am really sorry about the emails I could not send in order as there was a problem in my emails on my phone, but I have sent what I can, as this has really stressed me out I can’t even think straight.

Regards

Dear SONNYSSV,

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, Hadi, (hadi.a@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,

Karla Mayfly

Dear SONNYSSV,

It's a pleasure to e-meet you. My name is Hadi, and I'll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don't hesitate to share them with me.

In accordance with our standard procedure, I'd like to invite a representative from LuckyWave Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear LuckyWave Casino,

Could you please explain why the player's account was disabled and why the withdrawal of £3,948 was refused, given that the player states all requested verification documents were submitted?

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

I will be surprised if they respond, as they never wanted to pay out my winnings in the first place.

Regarding all the IDs and documents that were sent, I believe I should have received my winnings, especially when u deposit there is no problem.

Everything should be asked at the first deposit not when u win.

Regards

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

These assholes Luckywave won’t reply, is there anyone else I can take this up with as I thought casino guru world help me but if u are going to close the case if they don’t respond what is the point in all of this as I knew these scam of a company won’t give winnings.

Is it possible to get thier address or were they are located.

Regards

Dear Player,

I have made several attempts to contact the casino in order to obtain their cooperation and clarification regarding your case. Unfortunately, the casino has not responded to any of our messages.

Without the casino’s participation, there is very little that can be achieved from our side. For this reason, I am forced to close this complaint as unresolved, which will negatively impact the casino’s Safety Index on our website.

I understand that this is not a satisfactory outcome, and I genuinely regret that we were unable to reach a resolution in your favor. However, unresolved complaints and the resulting decrease in the Safety Index often help bring attention to problematic practices and may encourage the casino to change its approach in the future.

Please also note that the casino does not hold a valid gambling license. Because of this, there is no recognized regulatory authority that we could recommend you contact for further escalation.

If the casino decides to respond at any point, we will immediately reopen the complaint and notify you by email. Should the casino contact you directly, or if you need any further assistance regarding this case, please feel free to reach out to me at hadi.a@casino.guru.

I am truly sorry that I could not be of more help in resolving this matter.

Best regards,

Hadi