OnLuck Casino - Игрок считает, что вывод его средств задерживается.

I requested the withdrawal twice last week and both times rejected due to technical issues, I requested again on the 3rd and was told maximum 48 hour, I feel an automated email gets returned as they keep stating 48 hours even 72 hours later. It’s now been 96 hours and still sent lies

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 Rowe87,

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

Still no joy here, withdrawal is still pending 6 days later with numerous times being told to wait 48 hours by an automated message

My cash out was cancelled today after 9 days of waiting

Dear Rowe87,

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.

The issue has still not been resolved, there is still back and forth with support

Dear Player,

Thank you for your message.

We would like to clarify the situation regarding your recent withdrawal attempts.

After your initial withdrawal requests were declined due to technical difficulties with the selected payment method, our team continued working on resolving the issue internally. Unfortunately, the matter required additional technical checks and could not be resolved immediately.

In order to prevent further delays, we later offered you an alternative withdrawal method. Two withdrawal requests were subsequently submitted using this alternative option; however, both of these requests were cancelled from your side before they could be processed.

At this time, there are no active withdrawal requests on your account, and the remaining balance was later used for gameplay.

We fully understand that withdrawal delays can be frustrating, and we sincerely regret the inconvenience caused by the technical issue with the original payment method. Should you decide to submit a new withdrawal request in the future, we will be glad to assist you in selecting the most reliable available option to ensure smooth processing.

Kind regards,

OnLuck Casino Team

Dear Rowe87,

Thank you for your patience.

According to the casino’s statement, the alternative withdrawal requests were cancelled from your side and there are currently no active withdrawal requests, as the remaining balance was later used for gameplay.

To clarify the situation, could you please confirm:

1. Did you cancel the two alternative withdrawal requests yourself?
2. Do you have screenshots of those withdrawal requests (including their status and cancellation details)?
3. Was the balance returned to your account before it was used for gameplay?

Please provide screenshots of your transaction and withdrawal history so we can verify the timeline and determine whether the cancellations were made manually or automatically.

I look forward to your clarification so we can assess the next steps.

Best regards,

Karla

Dear Rowe87,

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,
Karla
Casino.Guru