Lucky Party Casino - Player’s withdrawal is delayed due to verification issues.

I am trying to do the verification. It seems to work with the id selfie & address but the next step which is the final step is my bank statement & address again then final submit thats when I get a message that says "An error has occured something went wrong please try again later" return to lobby. so I have asked the CSR's for help & have did everything they have suggested. I have these things over 15-20 times. they sent the same exact message to me probably the first 12 times. At some point I noticed my last name has a typo there is an L at the end of my name that should not be there. so I asked if I could get it corrected & at some point I was told no I could not do that until I was verified . then i tried some more to get verified messaged CS a bunch more the sent the same message as the had been then finally they said the would reach out to the verifing company that was Thursday still havent heard from that company they said I asked again about correcting my last name because that is probably why im getting rejected they have not answered me regarding the name correction. I feel like I am just getting the run around.

Thanks

Julie

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.

Dear Julesbabe8,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the verification process at the casino.

To help us better understand your situation, could you please provide some additional information?

• When exactly did the KYC verification started?
• What specific errors are you encountering when trying to submit your bank statement? Please post a screenshot of the problem.
• Please post a screenshot of your account profile showing the error in your name.
• Have you kept a record of your communications with customer support when you asked your name to be corrected? You can upload them here or forward it to jean.s@casino.guru.

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,

Jean

Hello I have attached a screen shot with the typo at the end of my last name & the error message I get when trying to submit the verification.  I also forwarded to your email all the emails I had sent to luck Party asking the for help & to correct my last name as well etc.

Dear Julesbabe8,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor, (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear Julesbabe8,

I am sorry to hear about your problem with Lucky Party Casino.

I will now try to contact a Lucky Party Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Lucky Party Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Julesbabe8,

I have repeatedly tried to contact the Lucky Party Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

As a next step, I do recommend you contact the Federal Trade Commission and submit a complaint with them. To do this, please go to the https://reportfraud.ftc.gov/assistant and submit the complaint via online form. Alternatively, you can also lodge a complain with your State Attorney General, as they have also an authority to investigate sweepstakes casinos.

I am really sorry I could not be of more help on this occasion. :(

Best regards,

Igor