Lex Casino - Povlačenja igrača su odložena.

Dear Sir or Madam,

I am hereby submitting a formal complaint regarding outstanding withdrawals and deposits that have not been credited to my casino account.

The total outstanding amount currently equals €8,247

For approximately the past 2–3 weeks, LEX CASINO has continuously referred to alleged "technical issues." At the same time, email support has apparently been disabled, leaving the live chat as the only available communication channel. Despite multiple contact attempts and repeated follow-ups, I have not received any proper resolution, clarification, or binding timeframe for the processing of my funds.

Furthermore, as requested by the support team, I have already provided all required documents and bank statements to verify the affected transactions. However, to this day I have received no meaningful response or update regarding the status of my case.If necessary i can provide everything per Screenshot which is documented - find also attached..

Officially Bank Statements were also provided from my side.

I hereby formally request that you:

Help to Process and release all outstanding withdrawals and missing deposits

Provide from LEX Casino a written explanation regarding the alleged technical issues

I expect your immediate attention and prompt resolution of this matter - iam not able to create a complaint online cause i do not find the "LEX CASINO" in your drop down menu.

Yours faithfully,

[redacted]

Important notice:

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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 SWAL,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the outstanding withdrawals and deposits with LEX CASINO.

In order to better understand your situation and assist you effectively, please provide us with further details by answering the following questions:

• Is your account fully verified?
• What specific dates and amounts were the withdrawals and deposits made that are currently outstanding?
• Please provide a screenshot of the communication when the casino referred to the holdup of withdrawals as "technical issues."
• Please post a screenshot of your withdrawal history.

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. Thank you in advance for your reply.

Best regards,

Jean

I would like to explicitly state that my player account was fully and 100% verified at the time the problems arose. All required verification documents had previously been successfully reviewed and accepted.

The missing payout was initially canceled internally twice by LEX Casino before being officially displayed as "completed," as can be seen in the attached screenshots. However, the transaction never actually arrived in my bank account.

Subsequently, an RRN number check was even carried out. I forwarded the corresponding feedback from my bank in full to LEX Casino. In addition, I submitted all requested bank statements to verify the transactions.

I submitted the first bank statement for April on May 8th. I sent the second bank statement for May on May 26th.

Furthermore, on May 22nd, I pointed out in writing that several deposits had been debited from my bank account but were never credited to my online casino account.

Since submitting the requested bank statements, I have received no feedback or resolution to my problem via either email support or live chat.

Ich möchte ausdrücklich festhalten, dass mein Spielerkonto zum Zeitpunkt des Auftretens der Probleme vollständig und zu 100 % verifiziert war. Sämtliche erforderlichen Verifizierungsunterlagen wurden bereits zuvor erfolgreich geprüft und akzeptiert.

Die fehlende Auszahlung wurde seitens LEX Casino zunächst zweimal intern storniert, bevor sie anschließend offiziell – wie auf den beigefügten Screenshots ersichtlich – als „durchgeführt" angezeigt wurde. Tatsächlich ist die Transaktion jedoch niemals auf meinem Bankkonto eingegangen.

Daraufhin wurde sogar eine RRN-Nummern-Prüfung durchgeführt. Die entsprechende Rückmeldung meiner Bank habe ich vollständig an LEX Casino weitergeleitet. Zusätzlich habe ich alle angeforderten Kontoauszüge zur Überprüfung der Transaktionen übermittelt.

Den ersten Kontoauszug für den Zeitraum April habe ich am 08.05. übermittelt. Den zweiten Kontoauszug für den Zeitraum Mai habe ich am 26.05. gesendet.

Bereits am 22.05. habe ich außerdem schriftlich darauf hingewiesen, dass mehrere Einzahlungen zwar von meinem Bankkonto abgebucht wurden, jedoch nie auf meinem Online-Casino-Konto gutgeschrieben wurden.

Seit der Übermittlung der angeforderten Kontoauszüge habe ich weder über den E-Mail-Support noch über den Live-Chat irgendeine Rückmeldung oder Bearbeitung meines Problems erhalten

Attached, as requested, are all available screenshots and feedback.

Anbei nun auch wie gewünscht alle vorhandenen Screenshots und Rückmeldungen

Here is further information as confirmation via screenshot.

Since May 20th, Lex Casino has not provided any feedback via email or support regarding the problems.

I've now sent everything, even my bank statements, and now there are no more replies, and I'm stuck with the loss because my bank can't intervene any further.

Hier die weiteren Informationen als Bestätigung per Screenshot

seit 20.05 gibt es von Lex Casino keine Rückmeldung mehr per email oder Support zu den Problemen.

jetzt habe ich alles gesendet und sogar meine Auszüge und jetzt keine Antworten mehr und ich bleibe auf dem Verlust sitzen weil meine Bank hier nicht weiter eingreifen kann

If desired, I can also provide the bank's feedback, which was also sent to Lex via email – I requested a statement several times.

falls gewünscht auch noch sogar die Rückmeldungen der Bank welche ebenfalls an Lex übermittelt wurden per email - ich habe mehrmals um Stellungnahme gebeten

Dear SWAL,

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, Igor, (igor.p@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,

Jean

Dear SWAL,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Lex Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Lex Casino representative to join this conversation and participate in resolving this complaint.

Dear Lex Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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’ which may negatively affect its rating.

So, even if no one reports it, you can see how reputable the whole thing is!

And now I'm stuck with the damage, or what?

Also man sieht wenn auch da auch keiner meldet wie seriös das ganze ist!

und jetzt bleibe ich auf dem Schaden sitzen oder wie ?

Dear all,

I'm actively trying to reach the casino representative outside of this complaint thread in order to obtain their response.

Since the casino has responded to all the complaints in the past, there is a significant chance they will participate in this case as well. Therefore, I will reset the timer one final time and allow them additional time to reply. Thank you for your understanding.

Dear SWAL,

I have repeatedly tried to contact the Lex Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the Lex Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor

We’ve reopened this complaint at the request of Lex Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello dear player and Guru team!

We are already looking into this case internally and expect to have it resolved shortly. We will provide an update as soon as possible.

Thank you for your patience.

I received the following information from support!

This was also done in writing immediately, but so far there has been no response and the 14 days have already passed.

So, to me, it looks hopeless if things don't improve with Casino Guru.

Seitens Support wurde mir folgendes mitgeteilt!

dies wurde auch schriftlich umgehend gemacht jedoch bis jetzt ohne Rückmeldung und die 14 Tage sind ebenfalls bereits vergangen.

also für mich sieht das aussichtslos aus wenn sich über Casino Guru das ganze nicht zum besseren entwickelt

As we see from our side, the payments are all succeed

If you didnt get any money, please attach a Bank statement

Thank you

Dear SWAL,

According to the casino, all withdrawals were processed on their side. Please let us know whether this information is correct.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear Casino Guru team

lex Casino ,

The payments haven't been processed! Does Lex already have the bank statements, or why are they being requested AGAIN all of a sudden? This should be investigated! This sentence was simply written without any context…

We asked Lex Casino to send us official feedback from their payment processor in this case so we could review the transactions. This request was denied.

Now the question arises: why is that not possible?

At this point, I would just like to say that Lex Casino has 7 days to offer a solution; otherwise, my lawyer will officially file a lawsuit!

Liebes Casino Guru team

lex Casino ,

die Zahlungen wurden nicht abgewickelt! Die Kontoauszüge hat Lex vorliegen oder wieso werden auf einmal ERNEUT welche angefordert? Das sollte einmal hinterfragt werden ! Dieser Satz wurde einfach so geschrieben…

Wir haben Lex Casino gebeten eine offizielle Rückmeldung ihres Zahlungsabwicklers in diesem Fall an uns zu senden um die Transaktionen prüfen zu können. Dies wurde abgelehnt.

jetzt stellt sich die Frage wieso das nicht möglich ist ??

an dieser Stelle möchte ich nur sagen das Lex Casino noch 7 Tage Zeit hat eine Lösung anzubieten ansonsten wird mein Anwalt offiziell Klage einreichen!!

Dear Lex Casino,

Could you please clarify when the funds were processed on your side and whether this was recent?

Additionally, if those transactions were processed more than a week ago, could you please attach any proof of those transactions?

Thank you in advance for your cooperation.

As our team told me, we have a success status of all payments

So if a player did not get money, please attach the history of your payments we will ask a payment system what happened

We cannot see all player's transactions by ourselves

Dear Casino Guru Team!!

I think I'm in the wrong movie!

That's an absolute outrage...

Based on my complaint, photos, and email evidence, all requested documents and even bank statements were sent.

This shows that the casino's support has absolutely no idea what the player has already done in this case.

The mere fact that the casino provides no proof speaks volumes about their support and the casino itself.

I have therefore already contacted a lawyer from Curacao in order to file a lawsuit there in the coming weeks/months.

Liebes Casino Guru Team!!

Ich denke ich bin hier im falschen Film!

das ist doch eine bodenlose Unverschämtheit…

anhand meiner Beschwerde + Fotos und email Beweise wurden alle gefordert Unterlagen und sogar Kontoauszüge gesendet.

das zeigt das der Support des Casino überhaupt keine Ahnung hat was in diesem Fall bereits alles von der spielerseite getan wurde.

allein schon das es seitens Casino keinen Nachweis gibt - sagt alles über den Support und das Casino aus.

Ich habe daher mit einem Anwalt aus curacao bereits Kontakt aufgenommen um dies dann vor Ort als Klage einzureichen in den kommenden Wochen/Monaten.

Dear Lex Casino,

Could you please provide me with any evidence showing those successful transactions?

You can either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

A support team told us that last payment of 2000 EUR was succeed and we sent the transaction receipt to a player's email

Its hard to understand which exact transactions did not come to a player

So please send the info -

Date Sum of a payment

And extract from transactions for the same periods that the money was not received

We do want to help a player and solve this issue

We apologize for the inconvenience.

Good day,

I never received a transaction confirmation as a PDF or in the form of a document; even after a request from myself and my bank, this was refused by the casino at the payment service provider.

I was sent an RRN number which was checked by my bank and no payment was received, but rather that it is "in transit".

Subsequently, all my bank statements for the period in question were requested in order to verify this, and the payout was not visible there.

All necessary emails and confirmations, including those from the bank, were sent to the casino.

Deposits to the account were not credited, and Lex did not respond to these emails.

Since April there has been no prospect of a solution and for this reason we will now [redacted by Casino Guru]

(Lawyer) to cooperate and file a lawsuit locally in the near future.

Guten Tag,

Ich habe nie eine transaktionsbestätigung per pdf oder in Form eines Dokumentes erhalten auch auf Anfrage meinerseits und meiner Bank wurde dies seitens Casino beim Zahlungsdienstleister abgelehnt.

mir wurde eine RRN Nummer gesendet die von meinem Bank überprüft wurde und dort wurde kein Zahlungseingang festgestellt sondern das diese „in Transit" sich befindet.

daraufhin wurden alle Kontoauszüge von mir gefordert im Zeitraum um dies zu überprüfen und die Auszahlung war dort nicht ersichtlich.

alle notwendigen Emails und Bestätigungen auch seitens der Bank wurden an das Casino gesendet.

Es wurden auch Einzahlungen am Konto nicht gutgeschrieben auch auf diese Emails wurde seitens Lex nicht reagiert.

Seit April gibt es keine Aussicht auf eine Lösung und aus diesem Grund werden wir nun mit [redacted by Casino Guru]

(Anwalt) zusammenarbeiten und vor Ort eine Klage einbringen in der nächsten Zeit.

Dear Lex Casino,

Thank you for supplying transaction RRN, however, RRN alone does not confirm that the €2,000 withdrawal was finally credited to the player. An RRN alone only shows a payment-network reference.

You have stated on multiple occasions that the payment was successful on your end but so far provided no decisive evidence, such as a transaction receipt, processor confirmation, settlement date, or other evidence establishing receipt.

Therefore, I would kindly ask you to provide such an evidence within the next time frame, in order to move this complaint towards successful resolution.

Hello Igor, as support team told me

we already sent the RRN to a player and he even told in support chat that Bank sees the transaction and its pending

so I guess all questions need to be forwarded to a bank now?

Dear Lex Casino,

Once again! The transaction is currently in "in transit".

I have sent them all the bank's communications. The problem lies with their payment system, and this applies to both the missing withdrawals and deposits!

They can't even manage to send a confirmation! This shows how reputable this whole operation is and how they treat players!

Dear Casino

Dear Casino Guru Team!

Either the outstanding amount will be transferred immediately or a lawsuit will be filed promptly within the next 14 days.

I don't have any more time to listen to this without a solution; if it can't be resolved honestly, then I'll go through a local lawyer.

Liebes Lex Casino,

Nochmals! Die Transaktion befindet sich im Status „in Transit".

ich habe ihnen alle Mitteilungen der Bank gesendet. Das Problem liegt bei ihrem Zahlungssystem und das gilt sowohl für die fehlenden Auszahlungen als auch Einzahlungen!!!

Sie schaffen es nicht einmal eine Bestätigung zu senden ! Hier sieht man wie seriös das ganze abläuft und wie sie hier mit Spielern umgehen!

Liebes Casino

liebes Casino Guru Team!

entweder der offene betrag wird sofort überwiesen oder es wird eine Klage innerhalb der nächsten 14 Tage umgehend erstellt.

Ich habe keine weitere Zeit mir das ganze noch länger anzuhören ohne Lösung wenn es auf ehrlichem Wege nicht geht dann über Anwalt Vor Ort.

Dear Lex Casino,

As I mentioned in my previous message, I am asking you to provide evidence such as a transaction receipt, processor confirmation, settlement date, or other documentation establishing receipt.

An RRN is not sufficient to determine whether the transaction was completed. In previous messages, you stated that the transactions had been completed on your side. Therefore, please provide evidence supporting this statement. The complaint is now focused on the evidence you can provide regarding the successful completion of the transactions. Please refrain from directing other parties to provide documents that do not address this matter.

If no such evidence is provided within the next timeframe, I will close this complaint as unresolved—meaning your casino will receive black points and the rating will be adjusted accordingly.

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’ which may negatively affect its rating.

Hello dear Casino Guru team

I find it outrageous how the casino treats its customers here without being held accountable.

We will try to pursue legal action in Curacao!

hallo liebes Casino Guru team

ich finde es eine Frechheit wie hier vom Casino mit Kunden umgegangen wird ohne das Casino zur Rechenschaft gezogen werden kann ..

wir werden es anwaltlich in curacao versuchen !

Dear all,

I have managed to get in touch with the casino representative outside of this thread. Since we are actively resolving the matter, I will now reset the timer for the casino.

I will also let you know once there is any news to share.

Please understand that this involves a lot of money!

Not getting a solution, a refund, or any insight for months is simply too much for me at some point.

lg

Ich bitte um Verständnis das es hier um viel Geld geht !

seit Monaten keine Lösung und keine Erstattung und Einsicht zu bekommen ist einfach für mich irgendwann zu viel.

lg