LuckNation Casino - Player demands resolution for KYC rejection and withdrawal delay.

Final Legal Notice – Unjustified KYC Rejection & Delay of Withdrawal

Hello,

This message serves as a Final Legal Notice regarding the continuous and unjustified rejection of my KYC documents on your platform.

I have fully complied with all your requests and provided:

• A valid and original bank statement,

• A recent proof of address issued within the accepted time frame,

• All identification documents required by your KYC team.

Despite providing authentic documents, your team continues to reject them without any clear or specific justification, which directly violates international KYC/AML guidelines and responsible gaming standards.

I am therefore requesting the following immediately:

1. A precise written explanation of which specific requirement my documents allegedly fail to meet.

2. A clear description of the exact document format you require.

3. Immediate approval of my KYC verification and the release of my pending withdrawal.

Please note that:

• Document rejection without justification is considered unfair practice,

• Delaying a withdrawal without a legal reason is classified as withholding of user funds,

• And such actions may place your platform in violation of your licensing obligations.

If I do not receive a transparent and satisfactory response within 48 hours, I will proceed with the following actions:

• Filing a report to your licensing authority,

• Submitting a formal complaint to international gaming regulators,

• Reporting your platform to independent dispute resolution bodies,

• And sharing a documented record of this issue with consumer protection organizations.

I expect your immediate cooperation in resolving this matter professionally.

Regards,

Abdelmaoula

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 your complaint. I’m sorry to hear about your problem.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please list 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?
• Have you achieved your winnings with the help of a bonus?
• Could you please share with me your communication with the casino? 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

Thanks for the detailed explanation.

To proceed, kindly share any recent communication between you and the casino regarding the issues with verification. Send this information for me to review at tomas@casino.guru

Thanks in advance for your cooperation.

Dear abdo1234s,

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.

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