LuckyWins! Casino - Os ganhos do jogador estão atrasados devido a restrições no método de saque.

Hello dear Casino Guru Team,

I deposited funds at LuckyWins via Neteller, wagered my bonus money, and fully verified my account.

I would like to use Neteller, but the casino forbids this and only allows bank transfers. However, it advertises many withdrawal methods.

Unfortunately, I cannot make withdrawals to my bank account because my bank prohibits gambling-related payments. I've had problems with my bank about this in the past.

Since I deposited via Neteller and have also provided proof that the Neteller account belongs to me, I request that you contact the casino so that they can withdraw my winnings via Neteller.

At other casinos in the Dama NV group, you can also withdraw via Neteller if you have deposited using that method.

Thank you in advance!

Hallo liebes Casino-Guru Team,

ich habe bei LuckyWins per Neteller eingezahlt, mein Bonusgeld umgesetzt und mein Konto auch vollständig verifiziert.

Nun möchte ich per Neteller und das Casino verbietet mir das und lässt nur Banküberweisung zu. Es wird jedoch mich vielen Auszahlungsmethoden geworben.

Auszahlungen auf mein Bankkonto kann ich leider nicht vornehmen, da meine Bank Zahlungen von Glücksspiel verbietet. Ich hatte hier in der Vergangenheit bereits Probleme deswegen mit meiner Bank.

Da ich über Neteller eingezahlt habe und auch den Nachweis erbracht habe dass das Neteller-Konto mir gehört bitte ich euch Kontakt mit dem Casino aufzunehmen, sodass sie mich per Neteller auszahlen lassen.

Bei anderen Casinos der Dama N.V. Gruppe kann man schließlich auch über Neteller auszahlen wenn man damit eingezahlt hat.

Vielen Dank schon einmal im Voraus!

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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.

• Could you please send me a screenshot of the payment methods available in your account for withdrawals?
• Have you contacted customer support and explained the situation with bank transfers? What was their suggestion?
• Would it be possible to request a manual withdrawal of your winnings directly from the casino’s financial department?
• Have you tried withdrawing your winnings via bank transfer from this casino?

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

Hello Veronika,

Attached is a screenshot of the available payout methods.

Neteller is not available and crypto has been rejected by the casino.

I have already contacted customer service, but they only offered bank transfer as a payout method and no alternative.

I can't say whether a manual payout via the finance department is possible. In any case, this wasn't offered to me.

No, I haven't withdrawn any winnings from LuckyWins via bank transfer yet. Unfortunately, bank transfers aren't possible for me because my bank blocks funds from gambling providers. I've had problems with this in the past, which is why I can no longer withdraw to my bank account.

It would therefore be great if I could withdraw to my Neteller account or via crypto.

Best regards and thank you in advance!

Hallo Veronika,

anbei der Screenshot der Verfügbaren Auszahlungsmethoden.

Neteller ist nicht Verfügbar und Krypto wurde seitens des Casinos abgelehnt.

Ich habe bereits mit dem Kundendienst kontakt gehabt, dieser hat mir aber nur Banküberweisung als Auszahlungsmethode angeboten und keine Alternative dazu.

Ob eine manuelle Auszahlung über die Finanzabteilung möglich ist kann ich nicht beurteilen. Mir wurde dies jedenfalls nicht angeboten.

Nein, ich habe von LuckyWins noch keine Gewinne per Banküberweisung abgehoben. Banküberweisung geht bei mir leider nicht, da meine Bank bei Geldern von Glückspielanbietern das Konto sperrt. Ich hatte hier in der Vergangenheit schon einmal Probleme, weshalb ich nicht mehr auf mein Bankkonto auszahlen kann.

Es wäre daher super wenn ich auf mein Neteller-Konto oder per Krypto auszahlen könnte.

Beste Grüße und schon einmal vielen Dank vorab!

Please forward me all the communication between you and the casino regarding the payment method available for withdrawing your winnings at veronika.f@casino.guru. Thank you for your patience and cooperation.

Hello Veronika,

Attached is proof of communication with the casino.

On the one hand, it says that withdrawals can only be made via the deposit methods used (in my case, 1st deposit via Neteller, 2nd deposit via crypto), and then again it says that withdrawals can only be made via bank transfer.

The last screenshot shows that the casino's finance department only wants to allow bank transfers as a withdrawal method, even though both of my deposits were made via Neteller and crypto respectively.

Hallo Veronika,

anbei der Nachweis über die Kommunikation mit dem Casino.

Auf der einen Seite wird gesagt dass nur über die getätigten Einzahlungsmethoden ausgezahlt werden kann (in meinem Fall 1. Einzahlung über Neteller, 2. Einzahlung über Krypto) und dann wiederum wird gesagt dass nur per Banküberweisung ausgezahlt werden kann.

Im letzten Screenshot ist ersichtlich, dass die Finanzabteilung des Casinos nur Banküberweisung als Auszahlungsmethode zulassen will obwohl meine beiden Einzahlungen über Neteller bzw. Krypto getätigt wurden.

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

Dear Olli9292,

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,

Veronika