LetsLucky Casino - Player’s withdrawal has been delayed.

Good Morning,

Lets Lucky are a non paying Casino despite following all never ending kyc checks they start the process again and when you tell them its been completed they reply a week later that its being looked into.

On the 10th October it was i thought a great day, won 4526€ on lets lucky Casino. I did the usual of uploading the kyc requests on my account and made a withdrawal. Since then never ending email requests.

Below was completed

Dear Sarah,

​

Thank you for contacting us in regards to your withdrawal.

​

To proceed with your withdrawal, please provide the following additional documents:

1. Please upload a selfie holding your ID in the Verification tab of your account. Ensure that your face, the arm holding the ID, and the document are clearly visible and all details are legible.

​

Example:

2. A PDF bank statement associated with the card ending in ****4824, clearly displaying the deposit transactions.

3. A valid proof of address document showing your name, address, and date of issuance. The document must be no older than three months.

4. A photograph of yourself holding the aforementioned proof of address.

Thank you for your cooperation and understanding.

​

Should you have any questions or doubts, please do not hesitate to contact us via email support@letslucky.com or via chat.

Then my account i find was disabled when i tried to login back in November. Chasing Casino to find out what is happening to finally get a response in January.

Thank you for contacting us;

​

We kindly ask you to provide us with a bank statement tied to the card XXXX4824, where we can see the deposits made to our casino.

​

This i also sent to the casino.

Should you have any questions or doubts, please do not hesitate to contact us via email support@letslucky.com or via chat.

Then i was asked to use an alternative proof of address sent by post and to upload it along with a selfie of that alternative proof of address. Also done this but emailed as account disabled.

Casino responded that i need to upload those in my profile which i stated is not possible as no access to my account since being disabled.

7 days ago i get the below email starting the whole verification from start again

14th Feb

Dear Sarah,

Please, upload a document that depicts your name, address, and the date of issuance. For example, Utility Bill or Bank Statement, which proves the address (it should not be older than 3 months).

Please make sure to upload a bank statement in full format, where personal and bank details are are visible in the same instance.

Should you have any questions or doubts, please do not hesitate to contact us via email support@letslucky.com or via chat.

Thanks for choosing Letslucky.

Best regards,

LetsLucky Team

I emailed the casino my Iban details to send payment as well also in PDF version

Billy from Lets Lucky

Mon, Feb 16, 2:39 PM (3 days ago)

to me

Dear Sarah,

​

Thank you for contacting us,

We have escalated the information you provided to the relevant department for further review. Please allow some time for them to thoroughly examine the details and get back to you with an update. We appreciate your patience and understanding during this process.

And the above is all you get from the Casino which they will likely ask for the same documents again!

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.

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.

• Have any of your documents been approved by the casino's relevant department?
• Which document did you send to the casino most recently, and when exactly was it?
• What types of games did you play to accumulate your winnings?
• Have you accumulated your winnings with or without a bonus?

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

Hi Casino Guru,

The Casino just keep telling me the below:

We have escalated the information you provided to the relevant department for further review. Please allow some time for them to thoroughly examine the details and get back to you with an update. We appreciate your patience and understanding during this process.

The last verification to have been completed was a selfie holding my address proof sent in the post.

They have received from me at there own request:

Passport, address proof, selfie, selfie with address proof, bank statement showing all deposits to casino, a utility bill sent via post and a selfie with that bill. Oh and card proof i used for deposit and proof that account is now closed.

I played slots with a 150€ bonus after 300€ deposit.

Hello why is nobody responding.

Thank you for reaching out and I sincerely apologize for the delay in responding. We are currently managing over 1100 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Please forward the documents that you sent to the casino for verification, along with the most recent correspondence between you and the casino regarding the verification and suspension of your account, to veronika.f@casino.guru. Thank you for your cooperation.

Dear Veronika,

most recent correspondence and Kyc requests sent to you via email.

Thank you,

Sarah

Dear ClearyWins

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lala (jean.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello ClearyWins,

My name is Lala and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear LetsLucky Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lala

Hello Lala,

My name is Mike and I'm representing LetsLucky Casino on this case.

Due to the sensitive nature of the issue, i will send all the relevant details to you via email.

Kind regards,

Mike