Lucky Star Casino - Player's withdrawal is delayed.

ID 234078919 on 13/12/25 I made a withdrawal of 195000 NGN and today is 01/01/26 I have now tired of waiting for withdrawal now I thinked I need to file a complaint against him when I am tired with there customer support always they said that I need to verify my account from security department my account is verified from security department I sent them security departments gmail screenshot then they submitted so many tickets for solving my issue the next day again same talks they said you need to talk with security department and security department answer is same ''your account is normal you can available to withdraw''

And again they said you need to withdraw again I withdrawn again 650000 NGN and still in pending. Please solve my issue

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Dear rahibali07,

Thank you very much for submitting your complaint. I’m sorry to hear about the prolonged delay you are experiencing with your withdrawals and the confusing information you have received from customer support.

To better understand the situation and determine how we can proceed, I kindly ask you to clarify a few points:

• What is the current status of each withdrawal in your account (pending, cancelled, processed, or under review)?
• Did the casino provide any written confirmation from the security department stating that your account is verified and eligible for withdrawals? If so, please share that confirmation.
• Have you been asked to submit any additional documents after the initial verification, or were any documents rejected?
• Are you using the same payment method for withdrawals that you used for deposits?

If you have screenshots of the security department’s confirmation, support messages, or your withdrawal history, please upload them here or forward them directly to [email protected] so we can review them carefully.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have sent you via email what you requested

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

Dear rahibali07,

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,

Petronela