Luckygem Casino - O pagamento do jogador foi atrasado.

Hello Casino Guru Team,

​I am filing an official complaint against Luckygem Casino due to a delayed withdrawal of €250.

​My player account is fully verified, and I have already successfully withdrawn money here twice in the past. This current payout request was made on May 18th, 2026, at 9:35 PM. According to the casino's terms, the processing time is 48 hours, which has now completely expired.

​I contacted live support today. The agent, Osman, explicitly confirmed in writing that my account is fully verified and that there are no issues with my documents or the payout. He stated it is simply waiting for the finance department.

​I then set a final deadline for 4:30 PM today, which was completely ignored by the casino. There is absolutely no technical or legal reason to hold my money. It is a deliberate delay.

​I request your urgent assistance to pressure the casino into releasing my funds immediately. I have attached the screenshots of the pending transaction, the support confirmation, and my ignored deadline as proof.

​

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 Jockel264,

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jockel264,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla