Lucky Mate Casino - Player claims that payment has been delayed.

"Unreasonable KYC verification rejection blocking $1,200 AUD withdrawal despite providing valid Australian government IDs (Victorian Learner's Permit, myGov Keypass, bank statement, deposit card). Casino says 'not accepted' without specifics or alternatives. Sent formal email with 48hr deadline on 24/03/2026—the response was Blerina,

We are very sorry that you are having difficulties passing verification. Please believe that we had no intention to deceive or humiliate you. If everything depended on the support staff's wishes, we would have confirmed your account the day before yesterday and sent you the money. We believe that your nephew is indeed the owner of the mentioned cards and provided them to you voluntarily. However, unfortunately, the rules of our casino are the same for all our players, and you agreed to them upon registration (you can review them again here https://luckymate.co.com/terms-and-conditions), so we cannot help you otherwise. You say that we are making up rules, but alas, this is not the case. Such a verification procedure is used in online casinos worldwide.

Unfortunately, we do not have the technical capability to connect you directly with the site administration or arrange a phone call, but our support service has all the available information.

Moreover, we have just received a response from the site administration. Unfortunately, they confirmed that neither a birth certificate nor a Key Pass card will be accepted for verification. You will need to obtain and provide your nephew's passport, proof of age, or photo card.

We respond to your question above: "Proof of identification" or "Proof of identity," as listed in our acceptable documents, does not mean any document confirming identity. In some Australian states, there is a specific document with this title, and we accept it for verification.

We understand that you want to receive your honestly won money as soon as possible, and the obstacles are frustrating you. However, we are not scammers and will gladly transfer the money to you once you provide all the necessary documents. Issuing a new ID takes several weeks, but 1200 AUD is worth waiting for. You will receive this money anyway, just a little later than planned.

Verification is possible, and many of our players who also made deposits with other people's cards have proven this by their example. We believe that you will soon be able to complete the verification and receive your winnings.

We hope for your understanding and cooperation and look forward to your response.. Request: Approve verification and pay out immediately."

They assign a mediator within days who contacts the casino.

I do not have any other document to provide I can get proof of age card but it's gonna take 4 weeks to achieve and I need the money as I have spent alot and when I deposit lot money in there app they never ask for verification as soon as I get some money back they make my life hard

Blerina mustum

Important notice:

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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.

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Stay safe.

Dear Ajdab,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

It's not about the withdrawal times it's about getting my withdrawal they been rejecting my nephew ids or though this acount is under my name blerina mustum but I used my nephew credit card to deposit 100 dollars my account or my details been accepted so why do my nephew has to verify him.to get my money when the account not under his name .I have full authorisation on his account from him.and the bank namely commonwealth bank because I'm his carer and I take care of his financial commitments

I'm concern about the casino picture or.logo on here for lucky mate casino it looks different from the one I played the other logo is with man and beard and moutach can you verify if iam in the right casino complaint

I'm talking about this casino name for the complaint

Please let me know or reply to me so.i know you got it right

Today luckymate casino

Locked my account without explaining why I have not played since the day they didn't send me the winning money of 1200 now I know all this excuses for not accepting the ids or though they all genuine is because they don't want to pay me the winning lucky mate casino targeting Australian people and I will not rest till I make sure they pay me double

Can Karla Mayfly contact me asap please

Please contact blerina mustum on albiacelebrations@gmail.com

Asap please

Why I'm.not getting reply I.need to fix the complaint issue in this complain its not the casino I.was referring to its this website casino luckymate.co.com

Can any one tell me what's going on

Dear Ajdab, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Thanks for your reply I will email you everything including the screen shot of their respond along the way but you must be very carefully the casino I'm referring is this luckymate.co.com the logo is diffent from the one when I first lodge the complaint I'll contact you on your email shortly

I have notade any withdrawl before as this new account with them also karla I have sent you all emails can you confirm please

Dear Ajdab,

Thank you for your messages and for the information provided so far.

I would like to kindly clarify one important point. On forum , you mentioned that you used your nephew’s card to make a deposit. Could you please confirm whether the deposit was indeed made using a card that does not belong to you?

If so, please also clarify whether you have used any other payment methods that were not registered in your own name.

This information is very important for us to properly assess your case.

Thank you very much in advance for your cooperation.

Karla

The only cards I use was mine and when I didn't have money in my card I asked my nephew if he got 100 dollars in his card and he said yes and allowed me to use it with his permission I can get him to write letter or any prove you want I can provide

The issue is not that though the casino knew and I told them they just asked me to get him verified before sending me my winning but I already verify my account with them then they locked me out so can explain to me what's happening and what's gonna happen please

Dear Ajdab, 

Thank you for your response. Please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players: 

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations." 

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. 

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Karla