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Hello for over 2 months now I have been waiting for my payment that I had requested, I was informed by email that it could take 7-21 days and whenever I ask, I get the answer that it has not yet been completed because it will be checked carefully must it is always the same answer I will always be hit. Yesterday I also applied for a 500 euro deposit at Oceanbreez casino and it seems that they all belong together and it won't be any different for me. I would really like to have my withdrawals and the deposit goes without any problems.

Hallo seit über 2 Monaten warte ich nun auf meine Auszahlung die ich beantragt hatte, es wurde mir per Mail mitgeteilt das es 7-21 Tage dauern kann und immer wenn ich Nachfrage bekomme ich zur Antwort das es noch nicht abgeschlossen ist weil es genau geprüft werden muss es ist immer die selbe Antwort ich werde dauernd hingehauen. Auch habe ich gestern bei Oceanbreez casino 500 Euro Anzahlung beantragt und scheinbar gehören die alle zusammen und da wird es mir nicht anders ergehen. Ich hätte wirklich gerne meine Auszahlungen den Einzahlung gehe ja schließlich auch ohne Probleme.

Hello madeleineknapik,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Wins Casino. Allow me to ask you a few more question before we would move forward.

Is your verification in the casino fully complete? If yes, since when? Did you use any bonus to accumulate your winnings? When was the last time the casino responded to you and what was it?

If there wasn't any bonus used and your acc. is verified I do not see any reason why would the casino delay the payment by that much time. I hope we will be able to help you out.

Please forward any relevant proof as screenshot, chats or e-mails to nikolas.b@casino.guru.

Regards,

Nick

Dear madeleineknapik,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Hello Nick,

Two days ago I sent an email with the necessary answers to your email address.

It doesn't say that it didn't go through, if you still haven't received it, please let me know where I can send it again.

Many greetings

Madeleine

Hallo Nick,

Ich habe vor 2 Tagen eine E mail mit den notwendigen Antworten an eure e mail Adresse geschickt.

Bei mir steht nicht dabei das diese nicht durchgegangen ist, solltest du diese dennoch nicht bekommen haben bitte mir kurz bescheid geben wo ich sie noch mal hinschicken darf.

Viele Grüße

Madeleine

Thank you madeleineknapik for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear madeleineknapik,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Lucky Wins Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

Thank you very much for that. I also have 500 euros in the payout at oceanbreeze casino and 280 euros at Maximalwins casino and I hope that I don't have to reckon with difficulties with the payout there, because I have the feeling that they all belong together.

I very much hope that I finally get my winnings because it is very unfair the deposit works in seconds and the payout goes at a snail's pace, if at all. I praise Merkur online because you have your winnings available on the same day or the next day.

Kind regards and thank you very much

In advance.

Madeleine

Hallo Peter,

Vielen lieben Dank dafür. Ich habe auch noch bei oceanbreeze casino 500 Euro und bei Maximalwins casino 280 Euro in der Auszahlung und hoffe das ich dort nicht auch mit Schwierigkeiten bei der Auszahlung rechnen muss, den ich habe das Gefühl das die alle zusammengehören.

Ich hoffe sehr das ich meinen Gewinn endlich mal bekomme den es ist schon sehr unfair die Einzahlung klappt in Sekunden schnelle und die Auszahlung geht im Schneckentempo wenn überhaupt voran. Da lobe i h mir Merkur online den da hat man seinen Gewinn am selben Tag bzw am nächsten Tag schon zur Verfügung.

Ganz liebe Grüsse und vielen Dank

Vorab.

Madeleine

Thank you Madeleine for the update.

We would like to ask Lucky Wins 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Peter,

I really hope that I can still get a payout soon. Had asked again for my payout.......unfortunately with always the same or now the statement was that there was a double check, why I kept everything and then something like that. In the meantime I have received the 500 from ocean breeze and the 280 from maximalwins. But think that they all belong together and that higher amounts are simply reluctant to be paid, it's been over 2 months now. This is just rude.

Thanks for his support.

Hallo Peter,

Ich hoffe doch sehr das ich doch noch an eine baldige Auszahlung komme. Hatte mal wieder nach meiner Auszahlung angefragt.......leider mit immer das selbe bzw jetzt war die Aussage das es zu einer doppelprüfung kommt, warum auch immer habe mich an alles gehalten und dann sowas. Mittlerweile habe ich die 500 von ocean breeze und die 280 von maximalwins bekommen. Denke aber das die alle zusammengehören und das höhere Beträge einfach ungern bezahlt werden es ist jetzt schon über 2 Monate. Das ist einfach eine Unverschämtheit.

Danke für seinen Support.

Dear Madeleine,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.

Best regards,

Peter