Lucky Bits Vegas Casino - Player’s account redemption is blocked.

I'm hoping you can help me with Lucky Bits Vegas. My account has been blocked from redeeming and I can't get a straight answer out of them.

Here's what happened. I went to redeem my balance and instead of the redemption screen I got a popup saying "For your safety we are doing an internal review of your account. No worries though, we are working to get you back on track as soon as possible." That's it. No explanation of what the review is about or how long it takes. Every time I press Redeem, that's what comes up, so I've never actually been able to submit a redemption request at all. There's nothing pending on their end because the block stops the request from being created in the first place.

My redeemable balance is SC 4,084.45. The part I don't understand is that my account was already verified well before I won any of this, and even before I deposited and start playing here. My Photo ID and Proof of Address were on file and accepted, and the site itself still shows "Verification successful. You have verified your account successfully." My verification page lists Tax ID, Photo ID and Proof of Address all as Submitted. Nobody has ever told me a single document was wrong or missing.

I emailed their support the same morning this started, asking why the review was opened, whether they needed anything from me, and why redemption was blocked. What came back was a template about how to photograph your ID properly, with the assigned agent field left blank. It didn't mention the review, didn't mention the redemption block, and didn't say which document had a problem. I resubmitted my documents through their site anyway that same morning and let them know I'd done it.

Later that day an agent named Nicholas L. replied on ticket Y4CJH5 and said it had been escalated to a specialized team who would follow up shortly. I haven't heard anything since, and the block is still there.

What stands out to me is that nothing else on my account is restricted. I can log in, I can play, I can buy coins. The only thing that doesn't work is redemption. If the review were serious enough to justify freezing my prizes, I'd expect it to pause the rest of the account too, rather than just the part where I actually get paid.

All I'm asking for is either the block lifted so I can submit my redemption, and a straight answer about what the review is actually for and what I need to do to clear it.

Thank you for all you do here!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Bits Vegas Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your payouts were blocked?
• Did you achieve your current balance with the help of a bonus, subject to additional bonus terms and conditions?
• Could you please share with me your communication with the casino regarding the issue? 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 very much in advance for your reply.

Best regards,

Tomas

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear rainmain11,

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,

Tomas