Lucky Mister Casino - Гравець вважає, що виплату відкладено

Hi All,

I want to submit a complaint about this company.

I have submitted my withdrawal request the 5th of March 2025.

The withdrawal has been rejected today for the third time for technical issues.

I have €715.00 to withdraw and I have been trying to multiple amount and multiple different cards. By the way all the cards are verified.

the problem is that they are using Mastercard payout, but the merchant is not the same as the one I have paid them, therefore Mastercard is rejecting the funds credited.

this has been going on for a week and it is unacceptable.

could you please advise that else I can do?

Dear andreasgobbo,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I do understand their time line which is 36 hours. However, I can confirm this is the third rejected withdrawal due to technical problems on their hand

find attached email.

Furthermore another 48h passed and more technical problems happened

It is resolved now

Dear andreasgobbo,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru