LuckyVibe Casino - Die Rücknahme des Spielers hat sich verzögert.

On November 5, 2025, €150 was paid out by the casino to a financial service provider, who was then supposed to pay the winnings to me. This has not happened to date.

I received no reply to my emails, and in the live chat I was told to wait another 7 days or to upload a bank statement covering November 5th to the current date. This was supposed to be forwarded and the matter reviewed, but since then I haven't heard anything further from the casino and my money still hasn't been paid out.

Am 05.11.2025 wurden 150€ von Seiten des Casinos an einen Finanzdienstleister ausbezahlt, der den Gewinn dann wiederum an mich auszahlen sollte. Dies ist bis dato nicht passiert.

Auf meine E-mails habe ich keine Antwort bekommen und im Live-Chat wurde mir gesagt, ich solle noch weitere 7 Tage warten, bzw. sollte ich einen Kontoauszug, der den 05.11. bis zum aktuellen Datum umfasst, hochladen. Dieser sollte weiter geleitet und die Angelegenheit überprüft werden, seitdem habe ich nichts weiteres von Seiten des Casinos gehört und mein Geld wurde immer noch nicht ausbezahlt.

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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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me the communication between you and the casino regarding the delayed payout? 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

Hello Thomas,

This payout was the first one I requested from LuckyVibe.

I passed the KYC verification and the casino accepted the withdrawal. However, the €150 wasn't transferred to me, but to an "unknown" financial service provider who was supposed to process the payment to me. This hasn't happened to this day.

I received no reply to my emails and was advised in the live chat to wait longer.

During my last contact, I was asked to upload a bank statement covering the period from November 5th to the present, which I did. According to support, this was forwarded to the relevant department to review the matter.

However, I haven't heard anything more about it.

I deposited without a bonus.

Best regards

Bettina

Hallo Thomas,

diese Auszahlung war die erste die ich bei LuckyVibe beantragt habe.

Die KYC-Verifizierung habe ich bestanden und das Casino hat die Auszahlung auch akzeptiert. Nur wurden die 150€ nicht an mich, sondern an einen Finanzdienstleister "Unbekannt" überwiesen, der die Auszahlung an mich verarbeiten sollte. Das ist bis heute nicht geschehen.

Auf meine E-Mails habe ich keine Antwort bekommen und im Live-Chat wurde mir angeraten, weiter zu warten,

Beim letzten Kontakt wurde ich gebeten, einen Kontoauszug hochzuladen, der den Zeitraum vom 05.11. bis dato umfasst, was ich getan habe. Dieser wurde, laut Aussage des Supports, an die entsprechende Abteilung weiter geleitet, die die Angelegenheit prüfen sollte.

Allerdings habe ich auch davon nichts mehr gehört.

Ich habe ohne Bonus eingezahlt.

Viele Grüße

Bettina

Thanks for sharing the information and updates.

• Have you reached out to your bank in order to inquire about the transaction?
• With what result?

Please let me know.

I immediately sent an email to my bank, attaching the payment receipt.

The response I received was that the matter had been forwarded to the relevant department for review and that I would be informed immediately once the review was completed.

Since I am not at all used to such a waiting time from my bank, I wrote a second email asking them to perhaps speed things up a bit, as otherwise I can't make any progress.

I hope my plea will be heard and that I will receive a prompt reply.

Ich habe sofort eine E-Mail an meine Bank geschrieben, mit dem Zahlungsbeleg im Anhang.

Als Antwort bekam ich, dass die Angelegenheit an die entsprechende Abteilung, zur Prüfung, weitergeleitet wurde und ich von dort dann sofort informiert würde, sobald die Prüfung abgeschlossen sei.

Da ich eine solche Wartezeit von meiner Bank überhaupt nicht gewohnt bin, habe ich noch eine zweite E-Mail geschrieben mit der Bitte, das ganze doch vielleicht ein bisschen zu beschleunigen, da ich hier sonst keinen Schritt weiter komme.

Ich hoffe, ich werde erhört und es folgt zeitnah eine Antwort.

Dear bey0nd,

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, Karla (karla.m@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,

Tomas

Okay, thank you 🙂

Okay, dankeschön 🙂

Hello bey0nd,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from LuckyVibe Casino into this conversation.

Dear LuckyVibe Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

Hey Karla,

I think the idea of inviting a representative from LuckyVibe is very good.

Perhaps this way we can make a thread out of the loose ends again.

My bank still hasn't gotten back to me. I'm hoping for Monday; otherwise, I'll follow up again.

Best regards

Bettina

Hey Karla,

die Idee einen Vertreter des LuckyVibe einzuladen, finde ich sehr gut.

Vielleicht gelingt es so, aus den losen Enden, wieder einen Faden zu machen.

Meine Bank hat sich leider immer noch nicht gemeldet. Ich hoffe auf Montag, ansonsten werde ich nochmal nachbohren.

Beste Grüsse

Bettina

Dear Casino Guru,

We can confirm that the player’s withdrawal was fully processed on our side on 5th  November, and our payment provider has verified that the transfer was completed successfully. As the funds have already left our system, any further delay is unfortunately outside of our control.

Given the time that has passed, we strongly recommend that the player continues to follow this up with their bank to advise on the status of the incoming transfer. We remain available should the player require any supporting information from us or if there is official feedback from the bank.

Kind regards,

The Lucky Vibe Team

Good morning,

That the money left the casino's account is completely undisputed. However, the transfer was by no means successful, as the €150 never arrived in my account.

I'm now inclined to assume that, for whatever reason, my bank couldn't process the money and it was returned to the sender. Perhaps they couldn't allocate it there and it ended up in a separate account. I don't know, it's just a guess.

My bank has since contacted me:

click

Of course, I'm not supposed to submit my documents, the casino is. That's probably due to the translation.

Best regards

Bettina

Guten Morgen,

dass das Geld das Konto des Casinos verlassen hat, ist ja völlig unstrittig. Allerdings war die Überweisung mitnichten erfolgreich, da die 150€ nie auf meinem Konto angekommen sind.

Ich bin inzwischen geneigt davon auszugehen, dass das Geld, aus welchen Gründen auch immer, von meiner Bank nicht verarbeitet werden konnte und zum Absender zurück geschickt wurde. Dort konnte es vielleicht nicht zugeordnet werden und ist auf einem extra Konto gelandet. I don´ t know, nur eine Vermutung.

Meine Bank hat sich inzwischen gemeldet:

click

Natürlich soll nicht ich meine Dokumente einreichen, sondern das Casino. Das ist wahrscheinlich der Übersetzung geschuldet.

Beste Grüsse

Bettina

Dear LuckyVibe Casino Team,

Thank you for your update.

To continue the investigation properly, I would like to kindly ask for the complete outgoing payment confirmation, as required by the bank.

The document previously provided to the player does not contain any sender information, which makes it impossible for the receiving bank to trace the transfer.

To proceed, the bank requires:

1. Name of the sending account holder
2. IBAN + BIC of the sending account
3. Full transfer details, including:
4. – date and time
5. – amount
6. – transfer status
7. – sender reference / transaction ID
8. – recipient IBAN

Could you please obtain this full remittance document from your payment provider and send it to player of possible?

This is essential for the bank to locate the transaction and proceed with the investigation.

Thank you in advance for your cooperation.

Hello,

LuckyVibe has asked me to provide a bank statement from November 4th to today.

I did this once via the verification page and once in my reply.

I hope this helps to clarify things.

Greetings

Bettina

Hallo,

LuckyVibe hat mich darum gebeten, einen Kontoauszug vom 04.11. - heute zur Verfügung zu stellen.

Dies habe ich getan, einmal über die Verifizierungsseite und einmal in meiner Antwort.

Ich hoffe, dies trägt irgendetwas uur Klärung bei.

Grüsse

Bettina

Hi,

We confirm we have received the latest bank statement and have escalated the matter to the payment provider for further investigation.

Rest assured we will be in touch as soon as we have a response.

Kind regards,

The Lucky Vibe Team

Dear LuckyVibe Casino Team,

Thank you very much for your update.

Since the matter has now been escalated, I kindly ask you to keep us informed about any progress or feedback you receive. Regular updates will help us keep the process transparent for the player and ensure the case continues moving forward without unnecessary delays.

Thank you in advance for your cooperation.

Hello,

LuckyVibe asked me to upload another bank statement. I have just done so.

Best regards

Bettina

Hallo,

LuckyVibe hat mich gebeten, erneut einen Kontoauszug hochzuladen. Dies habe ich soeben getan.

Viele Grüsse

Bettina

Dear Karla,

Just to let everyone know, given that this matter has been pending for some time, that we are still awaiting further information from the payment provider regarding the missing payment and continue to actively follow up with them. We will share any new details as soon as they are available.

Kind regards,

The Lucky Vibe Team

Dear LuckyVibe Casino Team,

Thank you for the update and for confirming that the matter is still actively being followed up with your payment provider.

I appreciate your continued cooperation in this case. I will remain waiting for any further updates or feedback as soon as they become available and will inform the player accordingly.

Thank you in advance for keeping us informed.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear bey0nd,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla