Lukkly Casino - Der Spieler geht davon aus, dass sich die Auszahlung verzögert.

Hello,

I would like to file a complaint regarding delayed withdrawals and lack of communication from LUKKLY Casino.

About a month ago, the casino requested additional verification documents. I immediately provided everything that was requested, including selfies and transaction screenshots.

On May 8, 2026, I received confirmation from the KYC department stating:

"Your documents have been accepted, withdrawals are available."

I have attached a screenshot of this confirmation.

After that, the casino successfully processed several withdrawals, which confirmed that my verification was completed and approved.

However, later the casino suddenly stopped processing my withdrawal requests. My withdrawals remain pending for an unreasonable amount of time.

When I contact live chat, I am constantly told to contact support via email. Unfortunately, support does not respond. More than two weeks ago, they requested additional selfies and transaction screenshots again. I submitted everything immediately, but since then I have received no response whatsoever.

At this point:

My account has already been verified.

The casino confirmed that withdrawals were available.

Withdrawal requests are not being processed.

Support emails remain unanswered for over two weeks.

Live chat provides no assistance and only redirects me back to email support.

I believe the casino is intentionally delaying the payment process and ignoring my requests.

I would appreciate Casino Guru's assistance in resolving this matter and obtaining my funds.

Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear yatsik13,

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

I finally received a response that verification was successful. This isn't my first verification, though. The withdrawals seem to be available again. The issue has been resolved for now. If further problems arise, the complaint will be reopened.

Наконец то я получил ответ что верификация успешно завершена. Хотя это уже не первая верификация. Выводы вроде бы снова доступны. Проблема пока решена. Если будут еще возникать проблемы то жалоба будет возобновлена.

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

Dear yatsik13,

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