LuckyWins! Casino - El reintegro del jugador se ha retrasado.

Hello,

I wanted to withdraw my 200 euros but my old bank account was closed and you always have to verify all deposit methods and I have also completely verified my current bank account but they don't want to pay out because I still have to verify my old payments ???????

I even uploaded proof that I closed my bank account and now nothing has happened for ages (May 22, 2025). If you ask the live chat they just say it's being processed and you don't get an email from the finance department or the boss.

Hallo,

ich wollte meine 200 Euro auszahlen lassen und mein altes Bankkonto wurde aber aufgelöst und man muss ja immer alle Einzahlungsmethoden verifizieren und habe auch mein aktuelles Bankkonto komplett verifiziert aber sie wollen nicht auszahlen weil ich meine alten Zahlungen trotzdem verifizieren muss ???????

Habe sogar einen Nachweis hochgeladen der meine Auflösung vom Bankkonto nachweist und jetzt passiert seit Ewigkeiten nichts ( 22.05.2025) Wenn man den Live Chat fragt heißt es nur es ist in Bearbeitung und man bekommt auch keine Mail zur Finanzabteilung oder zum Chef.

Dear DerKoenig,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear DerKoenig, please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you explain to the casino that your old bank account has been officially closed and can no longer be verified?

Did you receive any update from the casino (via email or chat) after sending the proof that the old bank account was closed?

Do you have any other documents related to that old bank account (e.g., previous bank statements, or communication with the bank)?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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.

Yes, I clarified that my old account was closed, uploaded the letter from the bank confirming this, and explained that the bank can no longer provide any evidence because everything has been deleted. Therefore, I can no longer provide evidence of any old transactions.

I haven't received any updates on the situation since then. They just tell me to wait, and nothing has happened in ages.

Everything I had left was uploaded and my current account was fully verified.

Now I have to verify every single transaction. This makes absolutely no sense, and since there are problems there, even though I uploaded a complete bank statement, I can't get my payout.

Unfortunately, I can't upload any evidence of the communication. The communication took place via live chat, and I wasn't given any other options.

Ja, ich habe klargestellt dass mein altes Konto geschlossen ist, habe den Nachweis Brief von der Bank dafür hochgeladen und erklärt dass die Bank keine Nachweise mehr liefern kann da alles gelöscht wurde. Ich kann also auch keine alten Transaktionen mehr nachweisen.

Ich habe seitdem kein Update mehr zu der Situation erhalten. Es heißt nur ich soll warten und es passiert seit Ewigkeiten nichts mehr.

Alles was ich noch hatte, wurde hochgeladen und mein aktuelles Konto auch komplett verifiziert.

Jetzt sollte ich jede einzelne Transaktion verifizieren. Was gar keinen Sinn ergibt und da es dort Probleme gibt obwohl ich einen Kompletten Kontoauszug hochgeladen habe, bekomme ich meine Auszahlung nicht.

Ich kann leider keine Nachweise für die Kommunikation hochladen. Die Kommunikation erfolgte über den Live Chat und andere Möglichkeiten wurde mir nicht gegeben.

Dear DerKoenig,

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.

Everything has now been resolved and I have received my payout.

Still, it is very strange because I had to prove every single transaction

Hat sich jetzt alles geklärt und habe meine Auszahlung erhalten.

Trotzdem ist das sehr seltsam da ich jede einzelne Transaktion nachweisen musste

Dear DerKoenig,

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,

Dominika

Casino.Guru