LuckyBull Casino - Povlačenje igrača je odloženo.

I won €2000 from the casino and made a withdrawal request on 25.10.25. After that, it took a week to verify the account. The live chat has never been operational so I have had to communicate via email. It always takes at least 24 hours to get a response. They give the same automated responses and don't actually answer questions. All documents etc are in order but I just can't get my money.

Voitin kasinolta 2000€ ja tein nostopyynnön 25.10.25. Tämän jälkeen tilin vahvistamiseen meni viikko. Live-chat ei ole kertaakaan ollut toiminnassa joten olen joutunut keskustelemaan sähköpostin välityksellä. Vastauksissa kestää aina vähintään 24h. Heiltä tulee samanlaisia automaattivastauksia eivätkä he todellisuudessa vastaa kysymyksiin. Kaikk dokumentit ym ovat kunnossa mutta en vain saa rahojani.

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 Jakemonni,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm whether you have provided all the documents required for the KYC verification (as requested in the attached email)?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

Hi,

I have submitted all KYC documents and my account has been verified. This was my first withdrawal at this casino. I received a deposit bonus and wagered it successfully. It has been 4 weeks since I made the withdrawal request and I have not received my money. When I email the casino about this, they just give the same answers that they are looking into it. It is really hard to get in touch with them and they always make excuses why they won't pay.

Moi,

olen toimittanut kaikki KYC dokumentit ja tilini on vahvistettu. Tämä oli ensimmäinen nosto kyseisellä casinolla. Sain talletusbonuksen ja kierrätin sen onnistuneesti. Nistopynnöstä on nyt 4vk aikaa ja en ole saanut rahojani. Kun kysyn asiasta sähköpostilla casinolta niin he vain vastaavat samoja vastaiksia, että tutkivat asiaa. Todella vaikea saada heihin yhteyttä ja aina keksivät tekosyitä miksi eivät maksa.

Thank you for your reply and for providing the previous details, Jakemonni.

To elaborate:

• Could you please clarify which payment method you chose to withdraw your winnings?
• Could you please update us on the current status of your withdrawal request? Is it still marked as pending or processed in your casino account?

Additionally, please provide any further communication you had with the casino. This can include screenshots, emails, or chat records. You can send me all the documents to:petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Answers to CasinoGuru's clarifying questions sent via email

Vastaukset CasinoGurun tarkentaviin kysymyksiin lähetetty sähköpostitse

Dear Jakemonni

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 Romi (romana.r@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,

Petra

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the LuckyBull Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear LuckyBull Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Thanks!

There has been no new information regarding the case. Luckybull has not even responded to my messages in two weeks. I am still waiting for my money.

Kiitos!

mitään uusia tietoja ei ole tullut tapaukseen liittyen. Luckybull ei ole edes vastannut viesteihini kahteen viikkoon. Odotan edelleen rahojani.

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.

My withdrawal was approved about 1 week ago. The money has not arrived in my bank account. All my account details are correct. I can't get any contact with the casino. I have read reviews about luckybull casino and others have had the same thing happen, that the withdrawal was approved but the money never arrived in the player's account. They are still trying to delay the payment and have not actually made the money transfer. I feel like I will never get my money. It's sad how they treat their customers.

Nostoni hyväksyttiin n. 1vk sitten. Rahat eivät ole saapuneet pankkitililleni. Kaikki tilitietoni ovat oikein. En saa casinoon mitää yhteyttä. Olen lukenut arvosteluja luckybull casinosta ja muille tapahtunut samoin, että nosto hyväksytty mutta rahat eivät milloinkaan ole saapunut pelaajan tilille. He koittavat vieläkin viivyttää maksua eivätkä todellisuudessa ole rahansiirtoa tehnyt. Minusta tuntuu, että en tule ikinä saamaan rahojani. Surullista miten he kohtelevat asiakkaitaan.

Could you still open this complaint and ask where my money is because the withdrawal was approved over a week ago?

Voisitteko vielä avata tämän valituksen ja kysyä missä rahani ovat koska kotitus hyväksytty yli viikko sitten

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi