The player from Germany faced issues withdrawing €200 due to repeated verification failures, despite having been fully verified previously. He had submitted various documents to confirm his address, but all had been rejected without specific reasons, leaving him frustrated and seeking assistance. The issue was resolved when the player resubmitted the withdrawal request, which was subsequently approved without any further documentation needed. The Complaints Team marked the complaint as resolved and appreciated the player's cooperation.
Lucky Hunter Casino - Player’s withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €200
Lucky Hunter Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
Hi 🙂
I've been trying to withdraw €200 for three or four days now. I've had a previous experience with them. It was with Maxbet, but I finally noticed the error and was able to withdraw €20.
I was fully verified at this point!
Now, however, I got lucky again without any bonus or free spins and won €200. I wanted to cash this out immediately. But now I'm having verification issues.
Suddenly, the document verifying my address is no longer valid. I've contacted support several times to clarify the issue. Their website clearly states that a photo or PDF file of a bank statement, a government document, electricity, water, gas, or a residence permit would be sufficient to verify my address.
I sent them a current bank statement, including my address and the date. I sent them a certificate of residence, bills from my cell phone contract, a letter from the German pension insurance company, and finally, my ID card, which you can clearly see from the reflection that it's REAL.
Everything was rejected! They simply won't accept bank statements. They don't give any specific reasons. They don't accept their cell phone bill, just like the letter from the pension insurance company. They don't think my certificate of residence looks credible, even though it has a stamp from my landlord, and my ID card was rejected without reason. Electricity, gas, and water are in my wife's name. I can't attach that. In my profile, under verification, it says "Profile is verified." I can't provide any further evidence, which they will immediately reject anyway. I've already asked my bank for electronic bank statements. But I won't get them until July 1, 2025. I'm sure they'll find reasons why it should be rejected.
I'm asking for help with this. I was a player at Slotwolf back then, and Lucky Hunter is the successor. I've NEVER had problems like this before. I'm attaching chat transcripts from customer support.
Thank you
Best regards
Marcel Schiebe
Automatic translation:
Public
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6 months ago
Dear Barlouny,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with the withdrawal process.
To assist you more effectively, could you please provide us with a bit more information?
- Have you submitted your proof of address documents in the correct format, as requested by the casino? According to the chat history you shared, the casino requires these documents in their original PDF format, not as scans or screenshots.
- Have you contacted your bank or other relevant institutions to request the necessary documents in PDF format?
- Which specific documents is the casino currently requesting for the verification to be completed successfully?
- When was the last time you submitted any identification documents to the casino?
Thank you in advance for your cooperation. We hope we’ll be able to help you resolve this issue as soon as possible.
Best regards,
Veronika
Public
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6 months ago
Translation
Hi Veronica,
Thank you in advance for wanting to help me! 🙂
I sent my bank statement as PDFs, along with my ID card, proof of residence, and my cell phone bill. Everything was sent as PDFs. Yesterday (on the advice of an "expert" from the GambleJoe forum), I finally tried my ID card. This was also rejected, and the payment was canceled. I have since requested an electronic mailbox from the bank. However, they will only be able to send me bank statements there starting July 1, 2025. But I'm sure this will also be rejected for some reason.
Best regards
Marcel
Automatic translation:
Public
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6 months ago
Translation
I have to correct myself. The bank statement wasn't sent as a PDF, but as a photo, and I scanned it. My ID card was also sent as a scan. However, the reflection clearly shows that it's the original. I won't receive bank statements as PDFs until the beginning of next month. Nevertheless, the residence certificate alone should have been sufficient.
Best regards
Automatic translation:
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6 months ago
Translation
Hi,
I submitted the €200 for withdrawal again overnight, and it was actually paid out without any further documents. The matter is now closed.
Thank you very much 🙂 !!!!
Automatic translation:
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5 months ago
Dear Barlouny,
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.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
