LuckyKong Casino - Povlačenje igrača je odloženo.

I am writing to request assistance regarding my Lucky Kong account.

On 14 July, I won 3,978.50. Following my win, I was asked to complete the verification process. I completed the facial verification and submitted all the documents they requested.

A few days later, I received an email confirming that my account had been verified. I then requested a withdrawal, but I still have not received my funds.

I have been contacting their live chat support every day, but they have been unable to provide me with any update regarding my withdrawal. I have also been sending them emails every day, but I have never received a response. This has been going on for almost three weeks now.

In my opinion, this is unfair because they are holding my money without any valid reason, even though I completed their verification process and have done nothing wrong.

I am requesting your assistance in resolving this matter so that I can receive my money. I look forward to your prompt response and a fair resolution to this issue.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate the winnings you have been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?
• What explanation has customer support provided for the delay in processing your payment?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika. Here are answers to your questions:

• I played slot games.
• I had an active bonus, but it was not used because I won using my cash balance.
• Support never gave me a clear explanation. Every time I contact them, they tell me to send an email, but I only receive automated replies with no actual follow-up.

Thanks for helping me out with this issue.

Thank you for your reply.

• Could you please clarify whether you cancelled the bonus before submitting your withdrawal request, or whether you completed the bonus wagering requirements before requesting the withdrawal?
• Also, kindly send me a link or a screenshot of the bonus you activated and played with.

Hello Veronica. Thank you for helping me out. Here are the answers to your questions.

1. I cancelled the bonus before requesting a withdrawal.
2. Link to the welcome bonus I used: https://luckykong.com/bonus_terms

Dear CarolG90

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, Lucia (lucia.s@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,

Veronika

Hello CarolG90,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear LuckyKong 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.

Respectfully,

Lucia

Hi Lucia. Nice to meet you, I'm looking forward working with you to resolve this matter. I just want to add as well that they already closed my account. Thank you

Dear CarolG90,

I just wanted to let you know that I am currently communicating with the casino outside of this complaint thread.

The LuckyKong Casino representative has provided additional information regarding your case. After reviewing it, I requested further details from the casino so that we can assess the situation more thoroughly and continue with the complaint resolution process.

I will update you here as soon as there are any new developments.

Thank you for your patience.