Bitlucy Casino - Der Rückzug des Spielers wurde verzögert.

Hi, I have tried to pay out from bitlucy but they dsv not come. I have been in touch with their chat and they keep writing that they are updating their website. So far I have been promised that they would come within 24 hours but this is now 3 days ago. I have screenshots of the chat

Hej, jeg har prøvet at udbetale fra bitlucy, men de er dsv ikke kommet. Jeg har været i kontakt med deres chat og de bliver ved med at skrive at de opdaterer deres hjemmeside. Indtil videre så er jeg blevet lovet at de ville komme inden for 24 timer men dette er nu 3 dage siden. Jeg har screenshots af chatten

Dear rahbek1177,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Dear rahbek1177,

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

I'm still waiting for the money

Jeg venter stadig på pengene

Thank you for the update, rahbek1177. Have you made any successful withdrawals before? Could you please confirm that you have passed the verification?

Hi

no I have now repeatedly tried to get hold of them but either their page needs to be "updated" or the money is "on the way".

Hej

nej jeg har nu gentagende gange prøvet at få fat i dem men enten så skal deres side "opdateres" eller så er pengene "på vej".

Thank you for your reply, rahbek1177. Have you accumulated your winnings with or without an active bonus?

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed?

Moreover, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear rahbek1177,

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

can i still answer

kan jeg stadig svare?

rahbek1177, yes, the complaint is still in progress.

Yes - in relation to the messages, are they written in Danish? Can you still use it?

Yes - i forhold til beskederne, så er de skrevet på dansk? Kan i stadig bruge det?

Please, provide all the required information, otherwise, we won't be able to proceed with this complaint and I will be forced to reject it. The language is not important. Thanks.

Thank you very much rahbek1177 for your reply. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello rahbek1177,

This is Tomas and from now on, I will be taking care of your complaint. I would like to invite Bitlucy Casino's representatives to join this discussion in order to resolve the issue.

Dear Bitlucy Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

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’.

Dear rahbek1177,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I wish I could be of more help.

Kind regards,

Tomas