Green Luck Casino - Player's account has been closed for failed verification.

Casino close account for failed verification but i was never asked specifically.

On the 4th Feb i played and won 2854€ and withdrawn 500€ to my bank account. I also posted a complaint on Guru as they not pay nor ask for any verification. They did however pay the 500€ withdraw on the 20th February so i made another. An no point did they tell me i needed to verify my account. No emails sent to say they wanted anything. It was a case that they just not pay.

On the 30th of April I received an email that my withdraw was cancelled due to technical error.The email did state check if any kyc checks requests on your account but I was working away so not really had chance to dive into the technical error email.

6 days ago i get this email

We would like to inform you that your account did not pass the verification procedure on our Project due to T&C 5.3 and has now been closed without the right to reopen.Balance deducted due to T&C 9.4.

No problem for me to complete any verification if i knew i needed to but they just confiscate my money and close account.

Surely a Casino must communicate with you if they want documents or something from a player especially if its not the norm with this casino? I asked and asked at the beginning if they wanted kyc hence them pay slow and i was told no it is just that they have a payment delay having so many requests.

I feel this is unfair to confiscate winnings based on my non knowledge from the casino. How can i know this? I have replied to the casino but so far they not respond.

I hope the Casino will re open my account and i will carry out any kyc checks. Why did it also take 2 months of a pending withdraw to decide this?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you submit your most recent withdrawal request from this casino?
• Have you checked your account’s verification/KYC section to see whether any documents are currently required?
• Do you have any screenshots, chat transcripts, or emails showing your communication with customer support regarding the required verification or withdrawal process?
• Have you already submitted any identity or verification documents to the casino? If so, which ones and when were they provided?

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

Best regards

Veronika