Green Luck Casino - Spelarens vinster har inte utbetalats ännu.

Hello, I'm a VIP member at this casino and have three pending withdrawal requests of €1,000 each, and a remaining balance of €4,000 on my account. As a Level 4 VIP player, withdrawals should be processed within 24-48 hours, but I haven't received anything yet and I'm unable to submit further withdrawal requests. I contacted the VIP department and they confirmed they'd requested the withdrawals to be processed, but nothing has changed. The winnings were made by playing slots exclusively with real money, and my account doesn't require verification. I've already made other withdrawals in the past.

Salve, sono utente vip in questo casinò ed ho 3 richieste di prelievo in attesa da 1000€ ciascuna e 4000€ di saldo residuo sull’account. In qualità di giocatore vip di livello 4 i prelievi dovrebbero essere elaborati in 24/48 ore al massimo ma non ho ancora ricevuto nulla e sono impossibilitato ad inserire ulteriori richieste di prelievo, ho contattato il dipartimento vip e mi hanno confermato di aver sollecitato l’elaborazione dei prelievi ma nulla è cambiato. Le vincite sono state effettuate giocando alle slot esclusivamente con saldo reale ed il mio account non richiede una verifica, in passato ho già effettuato altri prelievi

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Dear Darz1991,

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

Thank you for the update. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation.

• Do I understand correctly that your account is fully veriifed?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Please upload a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your reply.

Hello, it says my account doesn't require verification. I don't remember when I made my last withdrawal because I haven't played at this casino for a while, but I do remember that without the VIP label, it took about a week, and excluding Saturdays and Sundays, it complies with the site's terms and conditions. I always use the same payment method for deposits and withdrawals, and I also requested that withdrawals be processed through the VIP department.

The disputed amount is €8000 not €7000

Salve, il mio account non richiede una verifica c’è scritto, l’ultimo prelievo non ricordo quando l’ho effettuato perché non ho giocato per un po di tempo in questo casinò ma ricordo bene che senza l’etichetta vip ha richiesto circa una settimana ed escludendo il sabato e la domenica rispecchia i termini e condizioni del sito. Per prelevare e depositare utilizzo sempre lo steso metodo di pagamento ed avevo anche sollecitato l’elaborazione dei prelievi tramite il dipartimento vip.

L’importo contestato è 8000€ non 7000

Thank you very much for your reply, Darz1991.

Could you please share screenshots of relevant correspondence between you and the casino about the withdrawal delays?

I appreciate your assistance.

I have already shared the only email with the VIP department

L’unica e-mail con il dipartimento vip l’ho già condivisa

Hi, I've been waiting a long time and the casino hasn't paid any of my withdrawals. Could we move on to the next stage of this complaint?

salve, sto aspettando da molto tempo ed il casinò non ha pagato nemmeno uno dei miei prelievi, potremmo passare alla fase successiva di questo reclamo?

Dear Darz1991,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Ayberk, (ayberk.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello Darz1991,

My name is Ayberk, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Green Luck Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Ayberk

Dear Representative, the card you mentioned was permanently blocked in January 2026 due to unauthorized transactions. I have already provided a PDF document from my bank containing the card number and my name and surname, but it is being rejected because the card's expiration date is missing. What purpose do you need the expiration date of a blocked and replaced card for? I also wanted to point out that I was asked to verify my identity on September 21st, but I have been waiting a month for my winnings.

Gentile rappresentate, la carta da lei menzionata è stata bloccata definitivamente a gennaio 2026 a causa di transazioni non autorizzate, ho già fornito un documento pdf della mia banca dove è riportato il numero di carta ed il mio nome e cognome tuttavia mi viene rifiutato perchè non è presente la data di scadenza della carta. A cosa vi serve la data di scadenza di una carta bloccata e sostituita? Volevo anche far presente che la verifica dell’identità mi è stata richiesta il 21 settembre ma io sto aspettando le mie vincite da un mese

Dear Green Luck Casino,

Thank you for the clarification.

The player has explained that the relevant card was permanently blocked and replaced, and that the bank-issued PDF available to them confirms their ownership but does not contain the card's expiry date.

Could you please confirm whether this document can be accepted, or specify a reasonable alternative document the player can provide to verify ownership of the former card?

I already have 3 documents for the mastercard 7344. The bank does not have a physical branch and by terms and conditions is not required to provide the customer with extra documentation not present in the home banking on file and the physical version of the card was destroyed by me personally

ho già 3 documenti per la mastercard 7344. la banca non ha una filiale fisica e da termini e condizioni non è tenuta a fornire al cliente documentazione extra non presente nell'home banking in archivio e la versione fisica della carta è stata distrutta da me personalmente

I sent both you and Casino Guru the three documents I provided in PDF format. I can also provide a screenshot of my bank account where the card number is visible in full, but the expiration date is also missing because the card has been canceled. Why are you so insistent on the 7344 card documentation? Because I used it in July 2025 exclusively for a single deposit of €50, and over a year has passed since then, and I haven't generated the winnings with the deposit I made last year.

Ho inviato sia a voi che a casinò guru i 3 documenti da me forniti in formato pdf, posso fornire anche uno screenshot della mia banca dove si vede per intero il numero della carta ma anche in questo non è presente la data di scadenza perchè la carta è stata annullata. Perché siete così insistenti con la documentazione della carta 7344? Perché l’avevo usata a luglio 2025 esclusivamente per un unico deposito da 50€ ed è trascorso oltre un anno da allora e la vincita non l’ho generata con il deposito effettuato l’anno scorso

Dear Green Luck Casino,

Thank you for your response.

I have now reviewed the additional bank-issued documentation provided by the player. The documents identify the former payment card and connect it to the player, while also showing that the card was suspended and was subsequently involved in a bank dispute concerning unauthorized transactions.

As the former physical card is no longer available and the bank-issued documents apparently do not display its expiry date, could you please review the submitted documentation and confirm whether it is sufficient to establish ownership of the payment method?

If it is not sufficient, please explain why the expiry date is specifically necessary in this case and indicate a reasonable alternative document or verification method the player can provide for the cancelled card.

Thank you in advance for your cooperation.

Ayberk