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

"I have been using the Lucky Casino game for approximately six months. I have deposited around ₹6000 to date with no issues. However, when attempting to withdraw my winnings, the casino requires account verification. I have completed this process at least 20 times, but they consistently reject it without providing a proper reason—only copy-paste replies. This has caused me significant harassment, and I have advised my brothers not to play on Lucky Star. Please advise what I should do next."

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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.

• Which documents did you send to the casino for verification?
• Have any of your documents been approved by the KYC department?
• How did the casino explain why your documents could not be approved?
• Did you make sure to send all documents on time and in the correct format?
• 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Lucky star send me a link https://forms.kycaid.com/ to gmail and updated my all step document like facial aadhar etc

Hello Kapilyadav,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience while I was out of the office for the holidays.

Please forward me all the communication between you and the casino customer support regarding the problems with the verification of your account at veronika.f@casino.guru.

Dear Kapilyadav,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I already intimated all

Unfortunately, I have not received any emails from you yet. Please forward me the requested communication, as well as the documents you sent to the casino for verification. My email address is veronika.f@casino.guru.

Dear Kapilyadav,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kapilyadav,

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,

Veronika