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After completing the KYC and while making a withdrawal, they ask for a birthday, but there is no field to enter it.

I have repeatedly asked for help from the casino's support via email. They stated that the relevant department would review the matter, but it has not progressed and they have stopped responding to emails.

KYCin tehtyäni ja nostoa tehtäessä pyytää antamaan syntymäpäivän, mutta ei ole kenttää johon sitä antaa.

sähköpostilla useaan otteeseen pyytänyt apua casinon tuielta,Sanovat että vastaava osasto tarkastaa asian, mutta asia ei ole edennyt ja eivät ole enää vastanneet sähköposteihin.

Dear Riksu92,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're encountering with the online casino's withdrawal process.

To better understand the situation and assist you effectively, could you kindly provide the following information:

• When did you first encounter this issue with the birthday requirement during the withdrawal process?
• Have you attempted to make the withdrawal through different devices or web browsers to see if the issue persists?
• Could you clarify whether the birthday field is completely absent or if it appears but is non-functional?
• Have you received any automated or manual responses from the casino's support team after reaching out via email?

Additionally, if you have any screenshots of the withdrawal process or copies of the emails exchanged with the casino's support team, please feel free to forward them to petronela.k@casino.guru. Your cooperation in providing these details will help us investigate and work towards a resolution.

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

The problem occurred immediately after doing KYC and trying to withdraw on February 6, 2024

I've tried with different devices, it doesn't work. The birthday field is completely missing.

First I got manual answers that they are handling the matter, but they are not doing anything. now that I've asked about it, there's only an automatic feedback survey.

Onglema aiheutui heti, KYCin tehtyäni ja yirttäessäni nostaa 6.2.2024

Olen koittanut eri laitteilla, ei toimi. Syntymäpäiväkenttä puuttuu kokonaan.

Ensin sain manuaalisia vastauksia, että hoitavat asian, mutta mitään eivät tee. nyt kun olen kysellyt asiaa, niin tulee vain automaatinen palautekysely.

Thank you very much, Riksu92, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Lucky Wilds Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Dear Riksu92,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Lucky Wilds Casino representative to join this conversation.

Dear Lucky Wilds Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help submitting the complaint or how they responded if you can do it independently (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

Casino.Guru