LuckyWins! Casino - A retirada do jogador foi cancelada devido a uma disputa de confirmação de depósito.

Happy New Year 2024

I hope you can help me.

My withdrawal keeps getting cancelled with the claim that the deposit confirmation I sent is incorrect. I have verified everything and already had a withdrawal amounting to €1000 in November 2023.

I sent €50 from my Revolut credit card on 01.01.2024 at 09:23. I had done the same thing back then and even got my money transferred to my account at Commerzbank.

Unfortunately, I do not know why the statement shows 02.01.2024, it might be a bank error. But that is regardless of the matter, as I am verified and have already had contact with the support and via email more than 10 times.

The date of the transaction and the time are not correct. They say it was on 01.01.2024 at 08:23, but it was on 01.01.2023 and at 09:23.

I hope you can help me as this doesn't feel right. Also, I don't understand why I now have to send another bank statement for the deposit. In all the casinos where I am registered, it's mandatory only once. After everything is verified, that should be it.

Best wishes and thanks in advance

Frohes neues Jahr 2024

Ich hoffe ihr könnt mir helfen.

Meine Auszahlung wird immer wieder storniert Aussage die Einzahlungsbestätigung die ich gesendet habe stimmt nicht. Ich habe alles verifiziert und hatte schon mal eine Auszahlung in Höhe von 1000€ im November 2023.

Ich habe am 01.01.2024 50€ um 09:23 von meiner Kreditkarte von Revolut gesendet. Das hatte ich damals auch gemacht und habe mein Geld sogar auf mein Konto bei der Commerzbank überwiesen bekommen.

Ich weiß leider nicht warum auf dem Auszug der 02.01.2024 steht eventuell ist es ein Fehler der Bank. Das tut aber nichts zur Sache bin Verifiziert und habe schon mehr wie 10 mal Kontakt mit dem Support und per E-Mail gehabt.

Das Datum der Überweisung stimmt nicht und die Uhrzeit. Die sagen am 01.01.2024 um 08:23 Uhr

es war der 01.01.2023 aber um 09:23Uhr.

Ich hoffe ihr könnt mir helfen das fühlt sich nicht richtig an. Zudem verstehe ich nicht warum ich jetzt wieder einen Kontoauszug von der Einzahlung senden muss. Bei allen Casinos wo ich angemeldet bin ist das nur einmalig Pflicht. Verifiziert und alles ist gut.

Liebe Grüße und Danke im Vorraus

Dear Italianhero86,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with LuckyWins! Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

From the screenshot you provided us with, it seems that you made more than just one deposit on that day. Have you been requested by the casino for the proofs of all of these deposits?

Could you please send me the bank statement from your Revolut card since January 1? My email address is veronika.l@casino.guru. Also, if you have any relevant communication between you and the casino regarding this problem, forward it to me as well.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

The player sent us the following email:

Dear Veronika,

I decided to completely gamble away the €500 winnings.

I had my account blocked and terminated at this dubious casino.

The case is therefore closed for me. Thanks for your help.

Best regards

Angelo Vitaliti

We've rejected this complaint as per the player's explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.

The player sent us the following email:

Liebe Veronika,

ich habe mich dazu entschlossen die 500€ Gewinn komplett zu verspielen.

Ich habe mein Konto bei diesem unseriösen Casino sperren und beenden lassen.

Der Fall ist daher für mich beendet Danke für ihre Hilfe.

Mit freundlichen Grüßen

Angelo Vitaliti 

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.