Luckygem Casino - Затримка зняття коштів

Good evening.

While the problem was resolved through your casino guru page and my money was returned to my account at the luckygem company, I have made a withdrawal request since 6/11 for a total amount of 3000 euros and while they advertise and inform you by message that in 48 hours it will be in your bank, 5 days have passed and every day I talk to a representative he tells me that it has not yet been processed and the financial department does not know when they will put the money in my account. This is not an answer while 5 days have passed.

Καλησπέρα σας

Ενώ επιλύθηκε το πρόβλημα μέσω της σελίδας σας casino guru και τα χρηματα μου επιστράφηκαν στον λογαριασμό μου στην εταιρεία luckygem έχω κάνει αίτημα ανάληψης από 6/11 συνολικό ποσό 3000 ευρώ και ενώ διαφημίζουν και σε ενημερώνουν με μύνημα ότι σε 48 ώρες θα είναι μέσα στην τράπεζα σου τα χρήματα έχουν περάσει 5 μέρες και κάθε μέρα που μιλάω με εκπρόσωπο μου λέει ότι ακόμη δεν έχει γίνει επεξεργασία και δεν ξέρει το οικονομικό τμήμα πότε θα μου βάλουν τα χρήματα.δεν είναι απάντηση αυτή ενώ έχουν περάσει 5 μέρες.

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Dear sakis45,

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 sakis45,

Thank you for your message and for bringing this matter to our attention.

We would like to inform you that your withdrawal has been successfully processed on our side. We sincerely apologize for the delay you experienced — we understand how frustrating this can be, and we truly appreciate your patience throughout the process.

To ensure everything has been received correctly, could you please kindly confirm whether the funds have arrived in your account? Your confirmation will help us close the matter appropriately.

If you have any further questions or need assistance, we are here to help.

Kind regards,

Luckygem Team

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

Dear sakis45,

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,

Attila