The player from Germany requested his winnings after making a profit on December 3rd, but his withdrawal requests were blocked due to a re-verification requirement. He uploaded the necessary documents immediately, but after the stated 2-3 business days, he had not received any updates, and support only provided standard responses. The player faced repeated rejections of his proof of address and difficulty communicating with the casino, which delayed the verification process. The issue was eventually marked as resolved by the player.
Green Luck Casino - Player’s withdrawal is delayed due to account verification.
Resolved
Our verdict
Case closed
Amount: €57,600
Green Luck Casino
Safety Index:Above averageCase summary
Discussion
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2 months ago
Translation
Good day,
I made a profit on December 3rd and wanted to request my first withdrawals. Before any of them arrived, withdrawals were blocked on December 5th because I was supposed to re-verify my account. I uploaded everything immediately, and the processing time is stated in the terms and conditions as 2-3 business days.
Unfortunately, nothing has happened yet and support is only responding with standard messages.
Thank you in advance.
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear jurga,
Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.
Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.
Therefore, I recommend that we give it a few more days so that the casino has enough time to review all your documents. I will leave this complaint open, so please keep me updated about any further developments, so we can proceed accordingly.
Thank you in advance for your cooperation and understanding.
Best regards,
Kristina
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2 months ago
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Hello Kristina,
Thank you very much for your reply and help.
I'm happy to wait a few more days, although I unfortunately don't think much will change. Casinos always seem to deliberately delay things as much as possible. On Monday, the live chat already said my account should be verified soon.
Best regards
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2 months ago
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Good day,
Unfortunately, nothing has really changed. While some things have been verified, my proof of address is still pending. It's been rejected twice, and now live support tells me to send it by email, but they say I can only upload it to the portal.
It's been re-uploaded to the portal since Saturday, but it's simply not being processed. I don't think I'll see a single payout.
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2 months ago
Thank you for your reply, jurga. Could you please advise which documents you have already provided and when exactly you sent the last one? Do I understand correctly that verifying the proof of address seems to be the only issue? Have you provided the document in the required format?
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2 months ago
Translation
Hello Kristina,
I've already uploaded two mobile phone bills and a payslip for address verification. The payslip was rejected because I had redacted my salary. I uploaded the last document on Saturday morning, and the address verification is the only one still outstanding. I uploaded it in PDF format, as requested. Unfortunately, I'm no longer receiving any replies from Greenluck, even via email.
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2 months ago
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My proof of address was rejected again earlier; I was told that a "mobile phone bill" is not accepted, and proof of salary is also not accepted.
I was asked to submit a rent bill or electricity bill --> however, I don't live in rented accommodation and I don't pay for electricity, so I can't do that.
I was told to describe the issue to support via email, however I haven't received any replies by email for days.
I have now submitted another bank statement + a police report which also includes my address, but I think it will be rejected again.
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Sensitive attachment
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2 months ago
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Update 17.12.
I received an email from Greenluck VIP last night about a bonus. I wanted to reply, but the email isn't being delivered because the recipient has blocked me.
I tried it from a different email address, and it works there.
Therefore, I think I will never see all my money again.
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1 month ago
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My proof of address has now been accepted, but they want another photo of my credit card, even though I already uploaded it twice almost two weeks ago. They won't even tell me which credit card it is. The live chat tells me to write by email, but I'm not getting any replies from Greenluck by email.
Unfortunately, I don't think much will come of this. I've read some reviews on Tristpilot, and it seems this is a common practice. Why can't the security rating be set to zero, or why can't this casino be generally discouraged?
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1 month ago
Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
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1 month ago
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Hey Kristina, the verification process was completed last night and I've already received the first three payments today. I think everything is working now 🙂🙂
I therefore close the complaint - Merry Christmas 🙂
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear jurga,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
