The player from Germany was unable to withdraw €300 due to issues with the verification process at luckyhunter.com. The SumSub app did not function correctly for her, preventing her from verifying her identity, and although manual document uploads were suggested, her withdrawal requests were still rejected. The issue was resolved as the Complaints Team assisted with the verification process, ensuring her documents were accepted, which allowed her to complete the withdrawal successfully. The complaint was marked as resolved in the system.
Lucky Hunter Casino - Player's withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €300
Lucky Hunter Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Hi Casino.guru Team!
I spent the whole day today doing that
to verify my player account at luckyhunter.com Casino.
Problem still not solved as the SumSub app is not working on luckyhunter.com.
I cannot verify my identity.
Manual upload of documents is not accepted; I should
Use SumSub Verify to verify me.
When I press "Take photo" for the ID photo
Then nothing happens.
Camera works.
I've tried everything possible, different web browsers, access rights, etc.
Nothing helped.
It concerns 300 euros which I would like to withdraw, but my request has been rejected several times.
A few days ago I was told that everything was OK with my account.
Today I was told that if SumSub Verify doesn't work for me, then I can also send my documents by email.
I am asking for help so that I can pay out the 300 euros.
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2 months ago
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.
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2 months ago
Dear elmo27432,
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 takes 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 did you send the last one?
- Have you been asked to complete the verification via SumSub app, please?
- Could you please provide the exact date of your initial verification request?
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,
Katarina
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2 months ago
Translation
The case can be closed; my account is now verified according to SumSub via the browser.
I was able to verify "Chrome Dev" without any problems.
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2 months ago
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Withdrawal refused again even though my player account is now verified via SumSub.
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear elmo27432,
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,
Katarina
