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I can't withdraw my money, they blame it on ezeewallet, but everything is fine there! Yesterday, I was supposed to download my document again, I did so, but got declined again. I think they're about to shut down!!

Får inte ut mina pengar, dom skyller på ezeewallet, men allt är ok där! Igår skulle jag ladda ner min document igen, gjorde så, men avslås igen. Tror dom hållet på att lägga ner!!

Dear erikssonjerry79,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello there! Have withdrawn money before there through ezeewallet, even if it took some time (2 weeks) it has still come to an end. Have talked to ezeewallet, everything ok there. Last time the casino wanted new documents from me, send it in. But rejection again. Money back on game console!!

Hej där! Har tagit ut pengar tidigare där genom ezeewallet, även om det tagit tid någon gång ( 2veckor) så har det ändå kommit till slut. Har pratat med ezeewallet, allt ok där. Senast ville kasinot ha nya documen av mig, skicka in det. Men avslag igen. Pengarna tillbaks på spelkonsol!!

Thank you very much, erikssonjerry79, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you erikssonjerry79 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lucky Crypto Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello! The problem is I tried for 4 weeks now to withdraw money. (400 euros). They say different things, ezeewallet wants you to verify your account. Contact them and everything is ok. Next time I will reload the driver's license adress.m. rejection again! Now I'm going to enter my email address in the ezeewallet! When I withdraw money, I choose the method, the ezeewallet and the amount, they approve the withdrawal, and then deny it a few days later. Have taken out before with the same method several times! Don't know what else to do!

Hej! Problemet är jag försökt i 4 veckor nu att ta ut pengar.( 400 euro). Dom säger lite olika saker, ezeewallet vill att du verifierar ditt konto. Kontaktar dom och allt är ok. Nästa gång ska jag ladda åter körkort adress.m. avslag åter! Nu ska jag skriva in min mailadress i ezeewallet! När jag tar ut pengar så väljer jag metod, ezeewallet och summan, dom godkänner uttaget, för att sedan neka några dagar senare. Har tagit ut förut med samma metod flera gånger! Vet ej vad jag ska göra mer!

Hello! Problem solved, only took 5 weeks. Got in touch with a sensible person. Thanks and hello

Hej! Problemet löst, tog bara 5 veckor. Fick kontakta med en vettig person. Tack o hej

Dear erikssonjerry79,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter