LuckyWins! Casino - Die Rücknahme des Spielers hat sich verzögert.

On 01 December, I requested withdrawals totaling NOK 60,000 from LuckyWins, split into two withdrawals of NOK 30,000 each. Both withdrawals were approved shortly thereafter and confirmed by the casino as processed and "on their way" to my bank account.

It has now been approximately one month since approval, and neither payment has been received.

The casino has repeatedly blamed third-party payment providers and technical issues, but has failed to provide any verifiable proof of payment, such as transaction references or execution timestamps. Responsibility for payment execution lies with the operator, not the payment provider.

This is not a dispute over terms or verification, but a failure to pay approved withdrawals within a reasonable timeframe. I have also filed a formal complaint with the Curaçao Gaming Control Board.

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Dear Sondrelf,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay regarding your approved withdrawals and the difficulties you’ve encountered while trying to receive your funds.

Thank you as well for already sharing some of the supporting evidence. To help us better understand the current status and determine how we can proceed, I kindly need to ask you for a few additional details:

• Has the casino provided any written confirmation of the supposed payment attempts (for example, screenshots, payment receipts, transaction IDs, or processor references)? If yes, please share them.
• Have your withdrawal requests remained listed as "approved" in your casino account, or has their status changed since then?

If you have any new communication with the casino, or if they have recently responded with additional explanations, please feel free to upload it here or forward it directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello

Yes. They have provided two payment documents from InPay on 08.12. These have later claimed to be «returned» as part of their technical difficulties. They also claim it was resent on the 12.12. (No new documents) and they seem to have a hard time providing a MT103 message so the transactions can be traced.

The transactions have had approved status since they were first approved. No change.

I will send the new emails and the documents on your email.

Thanks for the help!

Dear Sondrelf,

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, Kubo (jakub.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.

Hello Everyone,

Wishing you a Happy New Year 2026!

Dear Sondrelf,

It’s a pleasure to e-meet you. My name is Kubo, 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 LuckyWins! Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear LuckyWins! Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear Kubo, 

We have been quite aware of this complaint on our side and have been actively liaising with both the player and our payment providers to get this resolved. 

The latest update is that we decided to refund the player for their withdrawal a couple of days ago, on the 31st of December. This allowed the player to submit a new withdrawal request using a different payment provider on the same day. I also understand that the player has already received the funds in their bank account.  

We would like to express that we are just as frustrated as the player is with the difficulties and delays we encountered when attempting to recover the money and we will do our utmost to avoid similar difficulties in the future.

Kind regards, 

Lucy @ LuckyWins

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

Dear Sondrelf,

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,

Kubo