Lazybar Casino - Player's withdrawal is delayed due to verification issues.

I made my first deposit on the casino in early March. I claimed their welcome bonus but ended up cancelling it and just played with real money. I ended with a balance or over 12000$.

When trying to withdraw my money I was asked to send an ID and take a picture of my face. When I compelted that I got an email saying my account had been verified.

My withdrawal was then pending but after a couple fo days (I can't remember the exact timeline) I was asked for additional documents. When I sent them they rejected them and said it was not what they were asking for although I believe it was. Since then I have not been able to get my account verified and have not managed to have an acutal conversation with someone to help me understand what the problem is (the emails they send me appea rto be generic almost as if my requests are beeing answered by some sort of AI bot)

Can you help me resolve this problem

Dear Catmore,

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 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 you sent 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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, I showed the casino different large wins I received from other casinos which they rejected, I then showed them my bank statement which they rejected as well. This was at the end of March.

They responded by email saying :  for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months). The problem is none of these examples fit for me. I am not working, I am a mother who takes care of the kids. I do not own a business or have sold property. I gamble when my kids are at school. I have been very fortunate over the last few years and have been turning over money I've gotten from wins at casinos. I am writing this here where I hope I won't be judged or deemed as a bad parent given my hobby.

Thank you very much for your reply, Catmore. Do I understand correctly that your only income is winnings from other casinos?

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

I wouldn't say income, but the funds I used at this casino were from previous casino payouts in my checking account which the casino has declined.

Please forward all the relevant communication between you and the casino to [email protected]. Thank you in advance.

Dear Catmore,

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.

Hello, I emailed everything a few days ago, have you not received the email

Thank you very much, Catmore, for your cooperation. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Catmore,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Lazybar Casino representative to join this conversation and participate in resolving this complaint.

Dear Lazybar Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Catmore,

We would like to inform you that the verification process is still in progress. To proceed, we kindly ask you to provide documentation regarding your Source of Wealth for the past three months. This should include one or more documents that clearly show where the funds used for your deposits to our casino came from. For example:

• Salary statement or payslip
• Proof of business ownership or recent business income
• Sale agreement of a property
• Inheritance payment confirmation
• Divorce settlement agreement

In addition, we have sent you a questionnaire related to your Source of Wealth. Please complete it and return it to us at your earliest convenience.

As part of our ongoing verification procedures and in accordance with our KYC Policy, please note the following:

"The Company reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a user at the Website. We reserve the right to restrict the service, payment, or withdrawal until identity is sufficiently determined, or for any other reason in our sole discretion based on the legal framework.

We take a risk-based approach and perform strict due diligence checks and ongoing monitoring of all clients, customers, and transactions. As per the money laundering regulations, we utilize three stages of due diligence checks, depending on the risk, transaction, and customer type."

Best regards,

Lazybar Casino

Dear Lazybar Casino,

Thank you for your response and the information you have provided.

Dear Catmore,

Were you able to provide the casino with the source of income and complete the questionnaire?

I'll be awaiting your reply.

I just sent the casino the questionnaire now.

I deposited a total of 225$ on the casino, they are asking for proof or a source of where that 225$ came from?

I looked threw your website and noticed that Lazybar casino is owned and operated by the same people Tendersoft B.V. Last year in August I won 24000$ on BDM casino. The casino verified my account then as well as my deposit of 1000$ and it's source, yet now despite that money beeing won and paid I am having an issue with a total deposited ammount of 225$?

Doesn't this situation seam a little off?

The casino responded to my email by saying the exact same thing:

We would ask you to upload the following documents into your profile (Documents tab):

- a document (or a number of documents), showing the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months)

clearly this is going in circles.

Dear Catmore,

Are you able to submit some of these documents to the casino? Please be aware that this is a common request from the casino due to an AML Policy.

I'll be awaiting your reply.

I have uploaded a pdf and a screenshot from a payment on a different casino.

Since the win is a few months old now, most places won't show more than 3 months of history.

I also do not have access to my BDM casino account, it's been disabled. Lazybar and BDM have the same ownership and the casino can check to see that I've been paid a hefty ammount last year.

I would also like to mention again that my total deposited ammount on the casino is 225$. A person can make that panhandling in a busy area if they stay there all day.

While I understand the casino has a responsibility to verify this, I would like to think it differs by case to case. In this specific case, when considering the ammount deposited, it feels like the casino is simply trying to keep my money hostage

Thank you

Dear Catmore,

Do you have a bank statement which includes the withdrawals from the other casinos? If so, could you send it to my email address [email protected]?

I'll be awaiting your reply.

The casino wrote to me last week requesting my bank statement from the month of March which I've since sent them. I will forward the same one to you. Do you need any other ones?

Dear Catmore,

Do you have a transaction history from the casino where you made withdrawals?

I'll be awaiting your reply.

Ive sent you an email with the transaction history

Dear Catmore,

I need you to provide us with the transaction history from the casino where you have received the withdrawals.

I'll be awaiting your reply.

sorry I missunderstood. I sent it now

Dear Lazybar Casino,

Based on our internal discussion, we believe that providing a bank statement and the transaction history of winnings from other casinos should be accepted as a source of income in this case. Could you please review the provided documents by the player?

I'll be awaiting your reply.

Dear Catmore,

Did you manage to send the documentation to casino support?

I'll be awaiting your reply.

Hello!

We would like to inform you that the screenshots provided from other casinos have been accepted. However, as the corresponding transactions are not visible in the bank statements submitted for the relevant period, we require additional information to proceed with the verification of your account.

To assist us in completing this process, we kindly request that you upload the following documents to your profile under the Documents tab:

• A PDF bank statement displaying all transactions in which the proceeds from your Source of Wealth (casino winnings) can be clearly identified.
• A written explanation as to why the withdrawal of funds from the casino is not reflected in the March bank statement you previously submitted.
• Please also clarify the nature of the receipts on the account in the provided statement for March.

Thank you for your continued cooperation.

Best regards,

Lazybar Casino

Dear Lazybar Casino,

Thank you for your response and the information you have provided.

Dear Catmore,

Could you please follow the casino's instructions and let me know when you have done so?

I'll be awaiting your reply.

Hello I have answered and emailed both of you

The casino emailed me asking me to upload the bank statement. I have done that now

Dear Lazybar Casino,

Is there anything else that the player needs to provide you with?

I'll be awaiting your reply.

Hello,

We apologize for any confusion and would like to clarify the documentation required to proceed with your verification.

Previously, we received Source of Wealth documentation from Legiano Casino, which shows the transaction dates and corresponding amounts.

To continue the verification process, we now request a bank statement showing that those transactions were credited to your account. In the currently provided statement, not all of these transactions are visible. If any dates do not match the ones in the Legiano documentation, we kindly ask you to provide clarification.

Additionally, we noticed that most of the winnings listed in the Source of Wealth document occurred in May, but a bank statement covering that period has not yet been provided.

To clarify, we require a bank statement that clearly displays all transactions shown in the Legiano Casino documentation.

If you have any further questions or need assistance, please don’t hesitate to reach out to us.

Best regards,

Lazybar Casino

Hello I responded to you by email and attached everyone. I was unable to upload anything on the casino since my account appears to be listed as verified.

Dear Lazybar Casino,

Could you please state whether the evidence provided by the Player will be sufficient to prove that the funds originate from the winnings in Legiano Casino?

I'll be awaiting your reply.

Hello!

We would like to confirm that the additional bank statement for May has been received; however, a transaction is still missing.

We have been informed that the dates shown on the Legiano PDF file reflect the time the withdrawals were requested, rather than when they were paid. The player also mentioned that some transactions were paid in June. Could you please provide a bank statement for June so we can check for the final transactions?

A bank statement is required to verify the transactions, as the Legiano PDF does not contain any information about the account holder. Therefore, we are unable to confirm that the listed transactions were made from your account based on this document alone.

There should be an open slot available on the verification page. However, if it is not visible, please forward the documents to our email as previously, and we will pass them on to the dedicated team.

Thank you for your understanding and cooperation.

Best regards,

Lazybar Casino

Dear Catmore,

Could you please follow the casino's instructions and provide them with the bank statement from June?

Please let me know once you have done so. I'll be awaiting your reply.

Ive emailed them my June statement

Dear Lazybar Casino,

Did you manage to receive the June bank statement? Does the statement include the withdrawals from the other Casino?

I'll be awaiting your reply.

Dear Stefan,

We have received the June statement; however, the last transaction visible in the Legiano statement is not present.

Dear Catmore,

Could you please clarify whether you used a different bank account to make this withdrawal, or double-check the transactions on your bank statement?

If you used another bank account, kindly upload the corresponding statement to your account verification page.

Thank you for your understanding.

Best regards,

Lazybar Casino

Dear Catmore,

Could you please respond to the casino's questions?

I'll be awaiting your reply.

I just sent it to the casino

Dear Lazybar Casino,

Could you please state whether the June transaction was explained, and everything is in order, and the player is ready to withdraw the funds?

I'll be awaiting your reply.

Dear Catmore,

Following our review of your documentation (primarily the Source of Wealth), we have identified some discrepancies that require clarification.

Your withdrawal took 15 days to process, and according to your documents:

• The Source of Funds indicates a date of May 1
• The bank statement indicates a date of May 16

Could you please explain this discrepancy?

Additionally, the CIBC bank statement you provided is not sufficiently informative, as all transactions are grouped under the merchant "Gigadat." This prevents us from verifying whether these transactions are related to our merchant.

We would also like to note that we have received the Laurentian Bank statement you provided for June. To proceed, we require a bank statement from this account covering the period March through May inclusive. This will help us confirm the legitimacy of the income you have declared, particularly in light of your unemployment status and absence of a permanent income source.

We appreciate your cooperation and look forward to your prompt response.

Best regards,

Lazybar Casino

I don't understand your question about the source of funds indicating May 1st and the deposit in my bank on the 15th. I deposited the last withdrawal they paid out to me on the day it was sent which was the 6th of June I have screenshots I can forward to both of you if needed.

When I play online I transact with the Interac payment method. I get a prompt to send the money to gigadat and it gets added to my casino account. Up until this point all you needed was the last deposit from Legiano which has nothing to do with the source of the funds I used on your casino since it was paid after and yet I still complied and sent it to you.

My Laurentian bank account is a savings account that have and has nothing to do with casinos. I simply deposited a small portion of my winnings this time on that account. Each time I send you something, thinking it's finally over, you end up mixing things up and starting an entirely new process of verfication. Tell me do you have any intention of completing this verification?

@casinoguru can you please give an opinion here? This situation has been dragging on for 2 months and another month before we got here ... all to verify one deposit of 225$. I don't understand why I would have to share months worth of personal data from a savings account which is completely unrelated to your casino with you ... we're past the invasive stage and it's crossed over to ridiculous at this point. I am happy that at least all of this is on a forum and is public to see how insane playing at your casino truly is. Before this goes any further I would ask @casino.guru to give their input. If there is really no other way then I will send you whatever unrelated item you asked for, but based on the last 2 months, you will find another random reason to stall and not pay me my money.

You now have

-ID

-Proof of address

-Face scan

-4 or 5 months worth of bank statements

-screenshots from casinos proving the withdrawal of the funds

-explanations on where those funds were deposited

ALL OF THIS FOR A DEPOSIT OF 225$

Dear Lazybar Casino,

The detected payments from the casino were sufficient to cover the $225 deposit, and therefore, we believe that the player should be allowed to withdraw their funds if there are no other discrepancies.

Would you please reconsider the situation and pay the complainant their winnings?

I hope we can come to a mutual agreement.

I'll be awaiting your reply.

Hello!

Due to the unusually long withdrawal period of approximately 15 days, the current employment status, and the absence of information regarding the account holder on the Legiano statement, we require an additional document to confirm the legitimacy of the declared income beyond any doubt.

Taking all factors into consideration, we are unable to waive the requirement for this document. Once it is provided, our team will review it as quickly as possible in order to finalize the verification process.

Thank you for your patience and understanding.

Best regards,

Lazybar Casino

Your statement somehome implies that I have some sort of control over the time it takes a casino to complete a payment to me. Completely ridiculous.

I am glad to see that casino guru also has the same views as I do and that this process is far past exagerated. Nevertheless, I will now send you 3 additional months from a seperate bank account that has nothing to do with anything.

Let's all see what comes next in this wild game you are playing

Dear Lazybar Casino,

Could you please state whether the player has passed the verification?

I'll be awaiting your reply.

Dear Catmore,

Thank you for providing the documents. However, we kindly request that the documents be submitted as a single file that is complete, unedited, unfiltered, and covers the entire period from March to May inclusive.

As the current documents do not meet these requirements, we are unable to accept them at this time.

Please be advised that, in accordance with Clause 7.5 of our Terms and Conditions, it is the responsibility of the player to ensure that all documents submitted as part of the KYC process are authentic.

We appreciate your understanding in this matter.

Best regards,

Lazybar Casino

First of all, these are all PDF documents downloaded from the bank, they are official bank statements.

Second of all it took you up until your time was almost up to answer in order for you to say this?

How you are still up and operating is something I cannot understand ... well actually money goes in to your casino, you just do everything you possibly can for it not to go out ... great business model.

I have sent you what you requested and CCd casino guru as well.

After the responce I wrote yesterday and the email I sent to both parties here, I got an email saying:

We kindly request that you provide us with the complete files in their original, unedited, and unfiltered format. Thank you for your cooperation.

I thought my email made it clear that a document covering a 3 month period does not exist, which was confirmed from the agent I spoke with on the phone. The 3 month period that I submitted was generated via online banking when I filtered the months you asked me for. The document is ORIGINAL, and UNEDITED. The only reason it's filtered is because you asked me for a 3 month period. You also have in you posission official bank statements covering the months you asked me for. Those are original, unedited, and unfiltered. 

What exactly are we doing here Lazybar casino? We are asking clients for documents that we know don't exist in order for the rabbit hole to go down even further? Are official bank statements not sufficient for whatever it is you need to do, or is it that once you have your players full cooperation you figure the only way to make this go longer is to ask for things that don't exist?

Dear Lazybar Casino,

Could you please explain why do you need the documents submitted in one file? If the player merges the documents into one, it won't be possible to verify its authenticity.

I'll be awaiting your reply.

Hello,

Thank you for providing the additional documents. They are currently under review by our dedicated team.

We will notify you with an update as soon as possible.

Thank you for your patience and cooperation.

Best regards,

Lazybar Casino

Dear Lazybar Casino,

Thank you for your response.

Please keep us updated regarding the matter.

I'll be awaiting your response.

For those following the thread, the casino requested a bank statement where all the transactions I made on the casino are shown. As mentionned previosuly I only have made 1 deposit and the casino has this document uploaded and approved on my profile all ready. They also have gotten the document by email.

I have gone ahead and sent it to them again. It's now been 3 months since we started this complaint.

Hello,

In order to proceed with the verification of your account, we need the bank statement issued by Laurentian Bank.

The bank statement should have your name, bank account number, and a list of transactions done with us. It can be a photo of a paper document or a PDF file.

You can provide it via the verification page in your account or you can send it via the email address you have been coresponding with.

Thank you for your patience and cooperation.

Best regards,

Lazybar Casino

Casino Guru can you please help.

Everytime they answer they take a full week, and it feels like it's always a new person taking charge and they are clueless about what was previosuly said or sent.

The bank statement should have your name, bank account number, and a list of transactions done with us. It can be a photo of a paper document or a PDF file. ---- I have never done any transaction using my Laurentian bank with you as mentionned on this thread all ready. You also have the bank statements for that bank because you requested them all ready, despite me explaining this to you.

The only transaction I've ever done with you was listed on my CIBC bank statement which you requested on your last reply.

Dear Lazybar Casino,

Could you please state why you require a bank statement from Laurentian Bank? The Player deposited from a different bank, so you are requesting an irrelevant document.

I'll be awaiting your reply.

Hello Stefan,

Following our review of the customer’s submitted bank statement, we noted certain issues that prevent the document from being accepted in its current format. The statement has been provided as separate files for individual months (e.g., April and May), whereas our requirement is for a single consolidated PDF file covering the full period from March through May.

As outlined in our Terms and Conditions, we reserve the right to request verification documents from clients both at the time of first withdrawal and at any point thereafter, based on our internal decision. Such documents may include, for example, a valid passport or ID, proof of address, utility bills, and verification of payment methods used.

These procedures form part of our standard compliance obligations and are necessary for both transaction verification and anti–money laundering controls.

Thank you for your cooperation and understanding on this matter.

Best regards,

Lazybar Casino

I sent the documents again

There is a post on the thread 3 weeks ago which I will simply write here again as a reminder

After the responce I wrote yesterday and the email I sent to both parties here, I got an email saying:

We kindly request that you provide us with the complete files in their original, unedited, and unfiltered format. Thank you for your cooperation.

I thought my email made it clear that a document covering a 3 month period does not exist, which was confirmed from the agent I spoke with on the phone. The 3 month period that I submitted was generated via online banking when I filtered the months you asked me for. The document is ORIGINAL, and UNEDITED. The only reason it's filtered is because you asked me for a 3 month period. You also have in you posission official bank statements covering the months you asked me for. Those are original, unedited, and unfiltered. 

When you say this in your reply: "As outlined in our Terms and Conditions, we reserve the right to request verification documents from clients both at the time of first withdrawal and at any point thereafter, based on our internal decision. Such documents may include, for example, a valid passport or ID, proof of address, utility bills, and verification of payment methods used.

These procedures form part of our standard compliance obligations and are necessary for both transaction verification and anti–money laundering controls."

You are correct, you are required and allowed to ask for whatever it is you feel is necessary to verify your player, but requesting the same thing several times and asking for things that don't exist (all transactions in one month in an unaltered official statement) is criminal. You are finding a loophole not to verify me by asking for something that does not exist and saying it's my fault for not being able to provide it. 

@casinoguru how is this casino and it's owners still well rated on your website?

Dear Lazybar Casino,

As the player is unable to provide a single PDF file containing bank statements for the past three months without modification, we believe that submitting the individual monthly statements should be considered sufficient.

We hope this solution is acceptable, and we look forward to reaching a mutual agreement.

I look forward to your response.

Dear Stefan,

We have sent you an email with further information. Please review it at your earliest convenience.

Best regards,

Lazybar Casino

Dear Catmore,

I hope this message finds you well.

I am writing to kindly request that you provide the casino with either unaltered monthly bank statements for the past three months, or a single bank statement that clearly covers the entire three-month period. Please ensure that the documents are original and have not been edited in any way.

Kindly note that if we discover any indication that the bank statements have been modified, this may result in your complaint being rejected.

Additionally, I would appreciate it if you could copy me in the email when you send the documents, using the following address: [email protected].

Thank you in advance for your cooperation. I look forward to your response.

Dear Catmore,

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.

I missed the last reply, I am contacting you by email right away to sort this out

Dear Catmore,

I have replied to your email. Kindly continue the communication through this channel.

I look forward to your response.

I have sent in the bank statements you requested. These will not be any different from the ones that had all ready been sent in the past.

Dear Catmore,

Thank you for your response and for providing the requested documents.

Following a thorough review, we have identified that the submitted bank statements were edited using a third-party website. Please be advised that altering official financial documents is strictly prohibited and constitutes a serious breach of our guidelines. As such, we are unable to proceed with your complaint and must formally reject it on these grounds.

We regret that we cannot offer further assistance in this matter. However, should you encounter any issues with this or any other casino in the future, please do not hesitate to reach out to us.

Thank you for your understanding.

Kind regards,

Stefan

Casino.Guru