The player from Germany wanted to withdraw his winnings from LuckyWins casino via Neteller, which he had used for his initial deposit. However, the casino only allowed bank transfers, and his bank prohibited gambling-related payments, complicating the withdrawal process. He requested assistance in retrieving his funds through Neteller. The issue was resolved after the player marked the complaint as resolved, indicating that he had received the necessary support from the Complaints Team.
LuckyWins! Casino - Player's winnings are delayed due to withdrawal method restrictions.
Resolved
Our verdict
Case closed
Amount: €3,600
LuckyWins! Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
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!
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2 months ago
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.
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2 months ago
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
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2 months ago
Translation
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!
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2 months ago
Please forward me all the communication between you and the casino regarding the payment method available for withdrawing your winnings at [email protected]. Thank you for your patience and cooperation.
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2 months ago
Translation
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.
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2 months ago
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
