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

I am making a complaint regarding of my previous experience with

"lucky star" casino.So my problem contains next topics- first the verification process which was quite not understandable for me, on the October of 9th i was fully verified(all the screenshot of proofs you can see down below). So after fully verifying my account i was playing about 1 month normally and after that security team required the verification of my account second time which is little concerning, because i was already verified as the security have told me.So after that sure i will do as the casino rules say and verify my identity twice, but now i am occurring the next issue, i have sent all the documents which they have required and filled everything, but all the deadlines have been passed and i am still without my funds which i am withdrawing right now and when ask them what's going on and on what stage is my verification, the answer is-"Please wait while the verification process completes".Now i want to complaint about all disrespect i get from this casino and the thing that they i guess do not even care about my case,so ask the casino guru team for help to fix this issue. Please let me know if you will need some additional documents or information from my side. Also i want to mention that it have passed about 27 days since i have filled verification second time and still not a single word from the casino. i am maximally cooperating with casino and all the thing which the have required from my side was completed, but if they do not want to even send a single mail about the situation which i am in then i have no other way to make a complaint against them.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which documents you've been requested to provide for the additional verification? When exactly did you send these documents to the casino for verification?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• When was the last time the casino communicated with you regarding the verification of your account?

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

Veronika