Newlucky Casino - El retiro del jugador se ha retrasado.

Hello,

Unfortunately, the casino has not processed my withdrawal request for 9 days now.

The payment is still pending with no foreseeable completion date. As previously mentioned, the request has not been handled by the casino for 9 days.

When I inquire, the casino only responds with a copy & paste reply saying that I need to wait. They can't tell me how long or why.

The website states that the casino processes withdrawals within a maximum of 2 days, which is clearly not happening here.

I really hope that Casino Guru can help me to receive my money.

Hallo,

leider hat das Casino nun seit 9 Tagen meine auszahlungsanfrage nicht bearbeitet. 

Die Zahlung ist nach wie vor auf pending ohne absehbare Zahlung bzw. wie bereits beschrieben wurde die Anfrage seit 9 Tagen vom Casino nicht bearbeitet. 

Auf Rückfragen reagiert das Casino nur per copy & Paste Antwort in welcher steht, ich muss noch warten. Wie lange oder wieso kann mir das Casino nicht beantworten. 

Auf der Webseite wird gesagt, dass das Casino Auszahlungen in maximal 2 Tagen bearbeitet, dass ist hier leider nicht der Fall. 

Ich hoffe sehr, dass mir Casino Guru dabei helfen kann mein Geld zu erhaltein. 

Dear CasinoDino,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Newlucky Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please confirm whether your account passed verification?
• Could you please share a screenshot of your withdrawal request with the status visible?
• 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Oliver,

A lot has happened since then.

But first to the questions:

1. In order to make a withdrawal in this casino the account must first be verified, so yes.
2. no longer necessary
3. no longer necessary

After 9 days, the casino has now switched from "Processing" to "sent", and the payout can no longer be canceled.

I don't have any money in my bank account yet, but that's a very good sign.

how come?

I sent the casino an email this morning asking why the payout had not yet been processed.

Answer:

"Thanks for contacting us!

We try to do everything as fast as possible, but our finance department checks every cash out in order to prevent fraud."

This afternoon I asked Live Support Answer:

"you have to do an additional verification process"

When I asked what that meant, the answer was:

"sadly we can’t tell you about that process please wait"

So I asked again by email what this was about and I was asked to send proof of payment for my deposits. After I did that, the payment was released promptly.

BUT:

All because I kept asking, but the casino didn't provide any information for the entire 9 days!!

I think the complaint can be closed, I assume I will receive the payment soon.

Hallo Oliver,

es hat sich inzwischen einiges getan.

Aber zuerst zu den Fragen:

1. Um in diesem Casino eine Auszahlung zu starten muss das Konto erst verification werden, also ja.
2. nicht mehr nötig
3. nicht mehr nötig

das Casino hat nun nach 9 Tagen von „Processing" auf „sent" umgestellt, die Auszahlung kann jetzt auch nicht mehr abgebrochen werden.

Ich habe zwar noch kein Geld auf meinem Bankkonto, ist aber schon mal ein sehr gutes Zeichen.

wieso?

ich hatte heute Morgen per email das Casino gefragt weshalb die Auszahlung immer noch nicht durchgeführt wurde.

Antwort:

„Thanks for contacting us!

We try to do everything as fast as possible, but our finance department checks every cash out in order to prevent fraud."

Heute Mittag habe ich den Live Support gefragt Antwort:

„you have to do a additional verification process"

als ich fragte was damit gemeint ist war die Antwort:

„sadly we can’t tell you about that process please wait"

Also habe ich wieder per email nachgefragt worum es dabei geht und ich wurde gebeten zahlungsnachweise meiner Einzahlungen zu senden. Nachdem ich das gemacht habe wurde die Zahlung zeitnah freigegeben.

ABER:

Alles nur weil ich dauerhaft nachgefragt habe, vom Casino kamen die ganzen 9 Tage keine Informationen!!

Die Beschwerde kann denke ich geschlossen werden, ich gehe davon aus die Zahlung zeitnah zu erhalten.

Dear CasinoDino,

Could you please confirm your withdrawal was received in your bank account?

Please let me know.

Hello,

Yes, the money has finally arrived in the bank account... the complaint can be closed. But the way it was processed and the length of time it took was an experience I wouldn't wish on anyone.

Complaint can be closed, but I still cannot recommend the casino to anyone.

Hallo,

Ja das Geld ist inzwischen endlich auf dem Bankkonto eingegangen… die Beschwerde kann geschlossen werden. Aber die Art und weiße sowie Dauer der Bearbeitung war eine Erfahrung die ich niemanden wünsche.

Beschwerde kann geschlossen werden, empfehlen kann ich das Casino trotzdem niemanden.

Dear CasinoDino,

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