LuckyHour Casino - A retirada do jogador está atrasada.

Hello, I've been waiting for my €363 payment since August 9, 2025. According to the email, it's still being processed by the finance department.

Hallo seit dem 9.8.25 warte ich auf meine Auszahlung von 363€. Laut Mail ist sie immer noch in bearbeitung in derFinanzabteilung.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear MaxRev,

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 that I can fully understand the situation.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

When was the last time the casino communicated with you regarding the delay in processing your payment?

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,

Veronika

Yes, I have already withdrawn from the casino.

KYC is passed and confirmed.

I don't remember if it was with or without a bonus. It was definitely a deposit bonus.

Last week, the delay was discussed in LiveChat. They said it's with the finance department.

Ja ich habe schonmal bei dem Casino Ausgezahlt.

KYC ist bestanden und bestätigt.

Weiß ich nicht mehr ob es mit oder ohne Bonus war. Es war wenn auf jeden fall ein Einzahlbonus.

Jetzt letzte Woche im LiveChat wurde über die verzögerung gesprochen. Sie sagen es ist bei der Finanzabteilung.

Thank you for your reply. What types of games did you play to accumulate these winnings?

Also, could you please forward me the communication between you and the casino customer support regarding the delay in processing your withdrawal request? My email address is veronika.f@casino.guru. Thank you for your cooperation.

That was only written in the live chat.

The game was all lucky clovers and also with real money without a bonus.

Das war nur im Live Chat geschrieben.

Das spiel war all lucky clovers und auch mit Echtgeld ohne Bonus.

Thank you very much, MaxRev, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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 MaxRev,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite LuckyHour Casino to join the conversation.

Dear LuckyHour Casino,

Could you kindly clarify why the player's winnings have yet to be processed on your end, given the considerable amount of time that has passed?

When might the player anticipate seeing these funds in their account?

Should there be any factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

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.

Dear MaxRev,

I wanted to give you an update. I am in communication with the casino team outside of this thread, and we are reviewing your case. An investigation is currently underway that impacts the withdrawal process. I am waiting for more information from the casino team. I hope to share some positive news with you soon. Additionally, I will extend the timer by 3 more days.

Dear MaxRev,

Although I was in contact with the casino team, they have not provided a clear explanation for the delay in processing your withdrawal and have since stopped responding. This lack of communication falls short of the transparency and cooperation we expect from casinos when resolving player complaints.

I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

Suddenly they got in touch and paid out. What a coincidence! xD

Aufeinmal haben sie sich gemeldet und Ausgezahlt. Was ein Zufall xD

We’ve reopened this complaint at the request of LuckyHour Casino. We have been informed that the matter has been addressed and the winnings have been disbursed to the player.

Dear MaxRev,

I am pleased to inform you that the casino team has confirmed your withdrawal has been processed.

While the resolution may have taken longer than anticipated, I'm glad we could finally reach this stage. Could you please confirm once the funds have arrived in your account?

Dear MaxRev,

Do I have your understanding that you have received your winnings? If that is the case, may I go ahead and close this matter as resolved, or is there anything else you need assistance with?

Dear MaxRev,

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.

Yes, I received the money.

Ja habe das geld erhalten

Dear MaxRev,

Thank you for your confirmation. Although I would have preferred that the casino team handled your case more promptly, I’m pleased that our involvement contributed to resolving the issue and that you have now received your winnings.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru