Lucky Heroes Casino - Відкликання гравця зависло через запит на самовиключення.

Hi, I submitted a withdrawal request more than 20 days ago for an amount of 350,000 clp via bank transfer. This was processed and approved by the casino. However, noticing that days were passing and the money was not being credited to my account, I contacted the casino multiple times. The only response I received was that this request has been escalated for manual withdrawal, and that the relevant department will contact me via email. Today, I can't access the account since I requested a 7-day self-exclusion, but the casino locked my account with no possibility of reopening. I'm not interested in reopening it, I just want the withdrawal to be processed.

Hola, se realizo una solicitud de retiro hace mad de 20 dias por un monto de 350.000 clp por medio de transferencia bancaria. Esta fue procesada y aprobada por el casino, al ver que pasaban los dias y esta no se abono a mi cuenta contacte al casino multiple veces a lo cual la unics respuesta que he optenido es que esta solicitud se ha escalado para retiro manual y que el departamento pertinente me contactara pir correo electronico. Hoy no tengo acceso a la cuenta ya que solicite una autoexclusion de 7 dias pero el casino verro mi cuenta sin posibiludad de re-apertura. No me interesa la re-apdrtura, solo que se realize el retiro

Dear hbarzelatto55,

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. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Hello Cristina, first I want to thank you for your help with this, regarding your questions:

I have not made any successful withdrawals, in fact that was the first withdrawal requested, which was processed and accepted by the casino, in addition to the fact that during the first few days the people at the casino told me that the money had been sent to the payment provider. payments.and they had to investigate.

I have not completed the KYC verification since at the time of withdrawal in its "account verification" section it said that it was not necessary. Now I can't do it either since my window is closed.

Profits were accumulated without the use of bonuses.

Thank you very much again for the help

Greetings

Hola Cristina, primero quiero darles las gracias por la ayuda con esto, sobre tis preguntas:

No hw realuzado ningun retiro exitoso, es mas ese fue el primer retiro solucitado, el cual fue procesado y aceptado por el casino, en mayor abundamiento por los primeros dias lo que las personas del casino me indicaban que el dinero habia sido enviado al proveedor de pagos.y debian investigar.

No hecrealizado la verificacion KYC ya que al momento del retiro en su apartado "verificacion de cuenta" decia que no era necesario. Ahora tampoco la puedo hacer ya que mi vuenta esta cerrada.

Las ganancias se acumularon sin el uso de bonos.

Muchas graciad nuevamente por la ayuda

Saludos

Thank you very much for your reply, hbarzelatto55. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, the email with the required information has been sent.

Hola, se ha enviado el correo con informacion requerida

Hello, today I contacted online support and they gave me the same response as the last few weeks. This is being seen by the finance department. I attach screenshots of the conversation

Hola, hoy contacte al soporte em linea y me dieron la misma respuesta que las ultimas semanas. Esto lo esta viendo el departamento de finanzas. Adjunto pantallazos de la conversacion

Thank you very much, hbarzelatto55, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello a49061853 ,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to see if I can help. Just to check, when have you requested the 7-day temporary self-exclusion? Was it on the same day you submitted the withdrawal request, or when was it?

We would like to invite Lucky Heroes Casino to join the conversation.

Dear Lucky Heroes Casino,

Can you please provide more information on why the player's withdrawal was still not received by them? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Hello Michal, the whithdra request was sumited a couple days before. At the moment of resquesting the 7 days auto-exclusion, the whithdra was process an approve on the casino system and the online support informe that the money was on the provider that pays amd it may take up yo 5 days to be on my checking account. Aftel a while it is when this started becouse it never go transfer and the inverdtigation started, it suppos to be in the last stage of a manual process, but has beeng more than a month on the process