LuckyMax Casino - Затримка зняття коштів

Withdrawal of €3,800 stalled - Unjustified Rejections & Removal of Payment Methods

I won approximately €3,800 on a Hacksaw Gaming slot at Luckymax Casino in early January 2026. Since then, the casino has been using stalling tactics to prevent me from withdrawing my winnings.

1. Withdrawal Rejections & Removal of Payment Method: I originally deposited via Credit Card (VISA) and tried to withdraw to the same card.

Jan 04, Jan 05, Jan 07: Withdrawal via Credit Card rejected without reason.

Sudden Change: After the 3rd rejection, the casino removed the Credit Card withdrawal option entirely from my cashier.

I am now forced to use "Bank Transfer", even though I never deposited using this method.

Since then (Jan 08, Jan 10, Jan 11, Jan 12), my Bank Transfer withdrawals are also being rejected daily.

2. Verification (KYC) Confusion: To speed up the process for the forced Bank Transfer, I uploaded my verification documents proactively. On Jan 06, I received an email from Luckymax ([email protected]) stating: "This document is not required, thank you." and rejecting the upload. This is contradictory: They force me to use a new method (Bank Transfer), refuse to verify my documents for it because they are "not required", but still refuse to pay me out.

3. Lack of Support:

Live Chat: The chat support is unresponsive. Agents (e.g., "James") join the chat, paste a standard phrase, and immediately close the conversation.

Email: No helpful response.

Game Provider: I contacted Hacksaw Gaming, but they cannot intervene.

Current Status: I have not played with the winnings. My balance is fully available for withdrawal (currently in "Pending" status via Bank Transfer). I request Luckymax to stop stalling and process the payout immediately.

Important notice:

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Dear k1am89,

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 Complaint Team,

Thank you for your reply. I fully understand the standard policy regarding the 14-day waiting period for processing.

However, this is NOT a case of a delayed processing. My issue is that the casino is actively rejecting/cancelling my withdrawal requests on a daily basis without providing any valid reason.

Why the 14-day rule does not apply here:

Daily Cancellations: The funds do not stay in "pending" status. The casino cancels the withdrawal every 24-48 hours and returns the money to my player balance (see provided screenshots). I am forced to re-request it immediately. This resets the timer constantly.

Removal of Payment Method: After my initial requests, the casino removed my deposit method (Credit Card) from the cashier entirely. I am now forced to use Bank Transfer, which they also reject daily.

Impossible Verification: I tried to verify my account to solve this, but the casino rejected my documents stating: "This document is not required".

If I simply "wait", the money will just sit in my player account because the casino cancels the payout request. They are actively preventing the withdrawal process from even starting.

Please look at the "Transaction History" screenshot I uploaded. It shows a pattern of immediate rejections, not processing delays. I kindly ask you to intervene because this is a deliberate loop to prevent the payout, not a normal delay.

Thank you.

Dear k1am89,

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.

Dear Karla,

Unfortunately, no. I have NOT received my winnings.

The situation remains exactly the same as before:

Luckymax has not paid out a single cent.

My balance of €3,801 is still on the player account (or pending withdrawal).

The casino continues to stall and provides no valid reason for the delay.

I have been patient, but nothing is moving. I kindly ask you to intervene now and contact the casino representative to find out why they are refusing to pay out my legitimate winnings.

Thank you for your help!

Best regards,

Maik

Dear k1am89, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Karla