Luckygem Casino - Играчът твърди, че плащането към него е забавено.

about Casino Guru:

Hello,

I am filing an official complaint against LuckyGem Casino for an unjustified delay in withdrawing the amount of 500 euros. I have submitted the withdrawal request since August 5th and the status remains "Pending" for 7 full days [context].

My account is fully KYC Complete [context]. In the past I have successfully made smaller withdrawals (€100 and €200), which were approved immediately and credited to my Piraeus Bank card within one night [context].

I want to clarify that the 500 euros came exclusively from my own real money deposits. No bonus was used, so there are no wagering requirements to check [context].

I have contacted Live Chat and emailed support multiple times. Instead of a responsible response, I keep getting automated standard messages asking for my patience [context]. In fact, in a recent conversation, customer support accidentally sent me internal messages regarding another player's bet on red cards in football, showing complete carelessness [context].

Despite sending them a written ultimatum, they ignored me and sent me a robotic reply again [context]. I believe the casino is deliberately delaying the approval, hoping that I will lose patience, cancel the withdrawal and lose my winnings [context].

I request your intervention for the immediate approval and release of my 500 euros. I am attaching the relevant supporting screenshots.

Thanks.

 για το Casino Guru:

Γεια σας,

Υποβάλλω επίσημο παράπονο κατά του LuckyGem Casino για αδικαιολόγητη καθυστέρηση στην ανάληψη του ποσού των 500 ευρώ. Έχω υποβάλει το αίτημα ανάληψης από τις 5 Αυγούστου και η κατάσταση παραμένει «σε εκκρεμότητα» (Pending) για 7 ολόκληρες ημέρες [context].

Ο λογαριασμός μου είναι πλήρως ταυτοποιημένος (KYC Complete) [context]. Στο παρελθόν έχω πραγματοποιήσει επιτυχώς μικρότερες αναλήψεις (100€ και 200€), οι οποίες εγκρίνονταν αμέσως και πιστώνονταν στην κάρτα μου στην Τράπεζα Πειραιώς μέσα σε ένα μόλις βράδυ [context].

Θέλω να ξεκαθαρίσω ότι τα 500 ευρώ προέρχονται αποκλειστικά από δικές μου καταθέσεις πραγματικών χρημάτων. Δεν χρησιμοποιήθηκε κανένα μπόνους, επομένως δεν υπάρχουν όροι τζίρου (wagering) για έλεγχο [context].

Έχω επικοινωνήσει επανειλημμένα με το Live Chat και έχω στείλει email στην υποστήριξη. Αντί για υπεύθυνη απάντηση, λαμβάνω συνεχώς αυτοματοποιημένα τυποποιημένα μηνύματα που μου ζητούν υπομονή [context]. Μάλιστα, σε πρόσφατη συνομιλία, η υποστήριξη πελατών μού έστειλε κατά λάθος εσωτερικά μηνύματα που αφορούσαν στοίχημα άλλου παίκτη για κόκκινες κάρτες ποδοσφαίρου, δείχνοντας πλήρη προχειρότητα [context].

Παρά το γεγονός ότι τους έστειλα γραπτό τελεσίγραφο, με αγνόησαν στέλνοντάς μου ξανά μια ρομποτική απάντηση [context]. Θεωρώ ότι το καζίνο καθυστερεί σκόπιμα την έγκριση, ελπίζοντας ότι θα χάσω την υπομονή μου, θα ακυρώσω την ανάληψη και θα χάσω τα κέρδη μου [context].

Ζητώ τη μεσολάβησή σας για την άμεση έγκριση και αποδέσμευση των 500 ευρώ μου. Επισυνάπτω τα σχετικά αποδεικτικά στιγμιότυπα.

Ευχαριστώ.

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 Natassa,

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

Dear Natassa,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

"Hello Jean, thank you for contacting me. Unfortunately, I have not received my money yet. The withdrawal of €500 is still showing as "Pending" on the casino as of today, August 19th. In addition, I have another €500 in my account wallet, which I am afraid to request before this transaction is completed. The casino sent me a standard email saying that my account is clean and there is no problem, but it continues to ignore me and delay. I ask for your official intervention so that the casino can take a stand. Thank you."

«Γεια σας Jean, σας ευχαριστώ για την επικοινωνία. Δυστυχώς, δεν έχω λάβει ακόμα τα χρήματά μου. Η ανάληψη των 500€ εμφανίζεται μέχρι και σήμερα, 19 Αυγούστου, σε κατάσταση "εκκρεμότητας" (Pending) στο καζίνο . Επιπλέον, διατηρώ άλλα 500€ στο πορτοφόλι του λογαριασμού μου, τα οποία φοβάμαι να ζητήσω πριν ολοκληρωθεί αυτή η συναλλαγή . Το καζίνο μού έστειλε ένα τυπικό email λέγοντας ότι ο λογαριασμός μου είναι καθαρός και δεν υπάρχει πρόβλημα , αλλά συνεχίζει να με αγνοεί και να καθυστερεί . Παρακαλώ για την επίσημη παρέμβασή σας προκειμένου να πάρει θέση το καζίνο. Ευχαριστώ.»

"Hello Jean, I would like to inform you that I have received the first €500. Thank you very much! I have just submitted the withdrawal request for the remaining €500 that I had in my wallet. Please keep the complaint open until this payment is approved as well."

«Γεια σας Jean, σας ενημερώνω ότι έλαβα τα πρώτα 500€. Σας ευχαριστώ πολύ! Μόλις υπέβαλα το αίτημα ανάληψης για τα υπόλοιπα 500€ που είχα στο πορτοφόλι μου. Παρακαλώ κρατήστε το παράπονο ανοιχτό μέχρι να εγκριθεί και αυτή η πληρωμή.»

Thank you for the update. I am happy to hear that you have received your withdrawal.

Could you please post a screenshot of your withdrawal history directly to this thread so we can clearly see the dates and amount of the requested withdrawals?

Is this other €500 withdrawal winnings from real money or from a bonus?

When did you request this other withdrawal?

Thank you for your cooperation.

Dear Natassa,

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.

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

Dear Natassa,

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,

Jean