The player from Germany faced delays with multiple withdrawal requests from the Greenluck casino, with the latest payout request outstanding for over three weeks. Although he had provided the required documents for identity verification, his recent submission related to his crypto wallet was rejected, raising concerns about the casino's practices. The Complaints Team had extended the response time by seven days, but ultimately closed the complaint due to a lack of communication from the player. The player retained the option to reopen the complaint in the future.
Green Luck Casino - Player’s withdrawal is delayed and funds are withheld.
Closed
Our verdict
Player stopped responding
Amount: €690
Green Luck Casino
Safety Index:Above averageCase summary
Discussion
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9 months ago
Translation
Good day,
I actually wanted to skip this post, but what Nova Forge Ltd. is doing with its casinos is not right. I created an account on the Greenluck site on May 24, 2025. I was very lucky and was able to achieve a max win on a no-limit slot. On May 25, 2025, I submitted my first withdrawal, and the next requests followed in the next few days. The first withdrawal did not reach me after the usual three days, but only on June 5, 2025, and the second one only on June 14, 2025. Now there is a remaining balance of €690 outstanding. The withdrawal request was submitted on June 14, 2025, but no payout has arrived yet. About a week ago, I was asked to verify my identity with the casino; the documents were uploaded. When I tried to verify my crypto wallet, my documents were apparently rejected. I am asked to upload a transaction summary for the month of May, which I have done, although I find it highly questionable as to the casino's relevance to this information.
I'm asking for help because I think it's a scam by Nova Forge Ltd to withhold payouts.
mfg
Automatic translation:
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9 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please explain whether you used crypto deposits to deposit in the casino exclusively?
- Were your other documents approved, or were the documents rejected?
- Have you provided all the required documents as soon as possible and in the correct format?
- Could you please share with me your communication with the casino regarding the verification requirements and the delay in payout? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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9 months ago
TranslationGood day Tomas
Deposits were made with cryptocurrencies, using Doge Coin. Withdrawal requests were also made with Doge Coin.
My documents, such as my ID and official proof of address, were accepted. My documents to verify my crypto wallet were rejected. No reason was given; support simply reprinted the same text as the one on the website for verification. I also find it very dubious that you have to upload all transactions, not just those from the casino.
All documents were uploaded directly, the transaction records as PDFs as requested.
Chat histories are sent via email.
Automatic translation:
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9 months ago
Dear 9zzrtncnv229,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
