Holy Luck Casino - Player struggles with repeated document requests for withdrawal.

Even though they have asked me for too many papers for identification and I have sent them, they are asking me for the same ones again.

For example, payroll

So I understand that if you don't work, the casino doesn't pay you?

Also a recent tax return.

The last one that all Greek taxpayers have is from 2024.

They want something more recent.

My identification was successful 2 weeks ago and I made a withdrawal of 2000.

Now they are asking for papers that don't exist.

Customer service isn't just about automated responses.

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.

Dear Aggelikh, 

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila

What they're asking of me is absurd.

For example, source of wealth, i.e. where did I get the money from?

I could have gotten the money, i.e. €50, from anywhere, and what does that mean for the withdrawal?

So, anyone who has no income doesn't play?

Is there somewhere in the casino terms and conditions that states "Only those with proven income will play?"

They also ask me for a document that doesn't exist.

2025 tax return in Greece will be paid in June 2026

I have played at many foreign casinos and none of them require assets to make a withdrawal.

I have been sending a selfie since yesterday with the text "hi holyluck" and the date, all my documents and bank statements in pdf format.

They ask me to show my hand, then show my face.

All of this is absurd, but I did it anyway.

However, I cannot find the documents that have not yet been filed under Greek state law.

Dear Aggelikh, thank you for your response. Do I understand correctly that the 2025 tax return is the last document required for the verification process?

Additionally, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Payments have begun, so for now the issue is resolved.

Thanks!

Dear Aggelikh,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

Best regards,

Attila Gorkij

Casino.Guru