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Since 03/05/23 I'm applying for the verification of my documents, otherwise I can't collect the winnings! They immediately told me that it would take 2 days for verification, but to date everything is still pending!

Dal 3/05/23 sto facendo richiesta per la verifica dei miei documenti, altrimenti non posso riscuotere la vincita! Mi hanno subito detto che sarebbero passati 2 giorni per la verifica, ma ad oggi risulta ancora tutto in attesa!

Dear mariocorbino57,

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

It is not possible that from May 2nd ... to today May 11th my documents have not yet been verified .. or rather 2 have been verified and the other 3 are still pending

Non è possibile ke dal 2 maggio… ad oggi 11 maggio i miei documenti non sono stati ancora verificati.. o meglio 2 sono verificati e glia latri 3 risultano ancora in attesa

Thank you for your reply, mariocorbino57. Could you please advise which documents you have already provided and when exactly you sent the last one? Which documents have not been approved yet? Have you provided all the required documents as soon as possible and in the correct format?

Yes yes they were all uploaded on the same day, they only uploaded the identity card and the self-timer… they still remain, internet bank, residence address confirmation, and credit card front and back..

Si sì sono stati caricati tutti lo stesso giorno, hanno caricato solo la carta d’identità e l’autoscatto… restano ancora, internet bank, conferma indirizzo di residenza, e fronte retro carta di credito..

They were all sent on May 3rd

Sono stati inviati tutti il 3 maggio

good morning, to date still no news from the casino, the documents are still not verified, after 15 days!!

buongiorno, ad oggi ancora nessuna novità dal casino, i documenti continuano a non essere verificati, dopo 15 giorni!!

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent it all by email! Thanks for the answer

Le ho inviato tutto tramite mail! Grazie x la risposta

Thank you very much, mariocorbino57, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you mariocorbino57 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lucky Crypto Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Thanks Peter for answering me! And I hope for a positive feedback as soon as possible

Grazie Peter per avermi risposto! E spero in un riscontro positivo nel più breve tempo possibile

There is no news here yet! It's not possible it's been a month! I write every day in live chat but none I'm coming! Nothing even today the operator Sandra even took the liberty of telling me that the more I make complaints the later the documents will be checked!! But what are we playing? These are real scammers!

Qui non si ha ancora nessuna notizia! Non è possibile è passato un mese! Scrivo tutti i giorni in live chat ma nessuno Sto arrivando! Niente addirittura oggi l’operatrice Sandra si è permessa pure di dirmi ke più faccio reclami e più tardi verrano controllati i documenti!! Ma a ke stiamo giocando? Questi sono dei veri è proprio truffatori!

Dear mariocorbino57, I was informed by a casino representative that your issue has been resolved. Could you please confirm that you no longer need assistance? Thanks in advance!

Hello, the documents have been verified, but the winnings have not yet been collected, I will wait the 7 days as per the terms and conditions and then I will update you

Di salve, i documenti sono stati verificati, ma la vincita ancora nn è stata riscossa, aspetterò i 7 giorni come da Termini e condizioni e poi vi aggiorno

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Oook hopefully soon thanks

Oook speriamo presto grazie

Hello, to date dear no update from the office

finances

Buongiorno, ad oggi a cara nessuna aggiornamento dall’ufficio

finanze

Dear mariocorbino57,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Peter, I replied a week ago saying I still haven't received any credit, today after another week still nothing!!

I hope for your prompt thanks

Ciao Peter, ho risposto una settimana fa dicendo di non aver ricevuto ancora nessun accredito, ad oggi dopo essere trascorsa un’altra settimana ancora niente!!

spero in un vostro sollecito grazie

Dear mariocorbino57, I have been in contact with a casino representative and you should expect the withdrawal to arrive in the next few days. Please let me know when your withdrawal has been successful.

Thank you in advance!

Dear mariocorbino57,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.