Newlucky Casino - Вывод средств игроком задерживается, и применяются ограничения к учетной записи.

I won off free spins and had my a count all verified also kyc this took ages also. I have tried several times to withdraw via card and bank transfer but all cancelled. They keep stating I jeed to use a new card and deposit money to withdraw my winnings which I a ridiculous. It has been about 5_6 weeks now and I am fed up. They respond with same reasoning which I have never had to do with any other casino before. I definitely would not deposit money to get my winnings it makes no sense. They just are scammets. I also now can't even play with my money as states bet exceeded reduced.

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 DESMINI117,

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 I can understand the whole situation completely.

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Have you made any deposits in Newlucky Casino?
• Could you please confirm that you have passed the KYC verification?

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

Thank you very much in advance for your reply.

Best regards,

Attila

I don't have screenshot of the bonus but was 15 free spins.

I am fully verified and also KYC verified.

I have made a deposit with them before.

Dear DESMINI117,

Thank you for your reply. Could you kindly share the communication in which the casino requested that you make additional deposits? You can reach me via email at [email protected], or you can post screenshots here.

Thank you for your patience and cooperation.

Dear DESMINI117,

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.

Good afternoon attached is the email of them as requested

Thank you for your response. I would like to inform you that it is common practice for casinos to request a small initial deposit when a new payment method is utilized for the first time, as this serves to verify the payment method. Could you kindly provide the amount required for the initial deposit at the casino? Additionally, I would appreciate it if you could explain the reason for needing to process a withdrawal through a new payment method. Thank you for your patience and cooperation.

Dear DESMINI117,

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.

They only prov8ded one payment method and this is by card. All the other payment methods are locked.

Thank you for your response. Could you please advise whether you have made the verification deposit? Additionally, what amount is the casino requesting?

I look forward to your reply.

Dear DESMINI117,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru