Lucky Treasure Casino - Player's withdrawal is delayed.

I’m submitting this complaint because Lucky Treasure has refused to process my €100 withdrawal from a no-deposit bonus, even though I met all wagering requirements and also made real-money deposits.

They repeatedly requested screenshots showing both my Bitcoin wallet address and my name. I provided multiple screenshots that clearly display both elements on the same page, yet they continue to reject them without explanation. The support team communicates only in French and keeps saying "the team will review," but it has now been a week.

I’ve attached proof of my screenshots, emails, and the casino’s messages. I am only requesting the maximum permitted payout of €100, which should be honored under their stated terms and conditions.

The casino is licensed in Anjouan under license no. ALSI-202503024-FI2. I have also informed them that I will contact the Anjouan regulator if the issue remains unresolved.

Thank you for your time and for offering a fair dispute process.

Requested solution: Payment of the €100 withdrawal.

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Hello,

Thank you very much for submitting this complaint. I’m truly sorry to hear about the difficulties you’re facing with the verification process. To better understand your situation and assist you as effectively as possible, I’d like to ask you a few clarifying questions.

• Have your other identity documents been successfully verified by the casino’s relevant department?
• Did the casino’s customer support team provide any specific guidance on how the screenshot should appear to ensure its approval?
• Have you perhaps tried submitting an alternative form of verification, such as a short video from your crypto wallet clearly displaying all the required personal details?

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

Best regards,

Veronika

Hello,

Yes, my identity documents were successfully verified.

The casino support team has not been helpful in this regard, reciting the same rejection message. Live support has stated the case has been escalated, so I'm waiting on a response for that.

I was told the only proper verification method was a screenshot, but I could try a short video as well - good idea.

The proof supplied does have all of the elements they have asked for. The criteria appears to change every time I submit something. It does feel like a stall tactic.

I'll update here as soon as I receive a response from the casino - it's been a day since live support said the case would be escalated, and typically they respond within 3 days.

Thanks

Just a brief update that I have now sent a video of my opening my crypto app and showing my full name, postal address, and BTC address. I'm waiting for a response.

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

Dear MellowYellow,

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