LuckyDays Casino Ontario - Withdrawal of player's winnings has been delayed.

I am filing a complaint against LuckyDays Casino regarding my pending withdrawal of $7,034.20 CAD.

My withdrawal has been delayed because of an ID verification issue related to my name. My Ontario driver’s licence contains only one name: LOVEPREET SINGH appears in the last-name field, while the first-name field is blank. Therefore, my ID does not contain a separate first name.

When I tried to verify my identity through the LuckyDays website, its verification system repeatedly rejected my ID because of a "no first name" error. This appears to be a limitation or technical problem with the website’s verification system, since my Ontario driver’s licence is a valid government-issued identification document and accurately reflects my legal name.

On October 1, 2026, I manually submitted all the requested identity documents by email, including the front and back of my Ontario driver’s licence and a selfie holding my ID, for the verification team to review.

It has now been 12 days since I submitted the documents for manual review, but my verification and withdrawal remain unresolved. I have contacted customer support several times, but they continue to tell me that they are still working on my case. I do not understand why reviewing the documents should take 12 days, especially since I submitted everything requested.

I believe I have fully cooperated with the verification process and provided all the required documents. The first-name error is caused by the format of my Ontario driver’s licence and the apparent inability of LuckyDays’ online verification system to process an identification document with only one name. This technical issue should not leave my funds inaccessible indefinitely.

I am requesting Casino Guru’s assistance in contacting LuckyDays and helping resolve this matter. I would appreciate a clear explanation of whether any additional documents are required, why the manual review has taken 12 days, and when my legitimate withdrawal will be released.

I can provide screenshots of my withdrawal status, correspondence with customer support, and evidence of the documents I submitted.

Thank you for your assistance.

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Dear LOVE1995,

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

Hello Casino Guru Team,

I would like to provide an important update regarding my complaint against LuckyDays Casino.

My withdrawal of $7,034.20 CAD is still on hold because of an ID verification issue that appears to be caused by their system.

I submitted all the documents requested by LuckyDays on October 1, 2026, for manual verification, including the front and back of my Ontario driver’s licence and a selfie holding my ID.

The problem is that my Ontario driver’s licence contains only one name, LOVEPREET SINGH. I do not have a separate first name on my ID, and LuckyDays’ automated verification system keeps rejecting my details because it requires a first name.

I am also attaching screenshots showing the verification error that appears every time I try to verify my ID on the LuckyDays website. This demonstrates the issue I am facing when attempting to complete their automated verification.

Today, October 14, 2026, at 12:35 AM EST, I contacted their live chat again. After 13 days of waiting, the representative told me that my verification would be approved sometime today. However, I have received similar assurances repeatedly, and my documents are still under review. Whenever I ask for an estimated completion date, they tell me there is no timeframe.

This situation is not acceptable. I provided everything they requested on October 1, and the verification problem is related to the system’s inability to process my single-name ID. Despite this, I have been left waiting for 13 days without a clear resolution, while my $7,034.20 CAD withdrawal remains inaccessible.

Could you please intervene and ask LuckyDays to resolve this verification issue manually? I would also appreciate your advice on what further action I can take if they continue delaying the process without providing a definite timeline.

I am fully willing to cooperate with any reasonable verification requirements. However, I should not have to wait indefinitely because their automated system cannot accommodate the name format on my official Ontario driver’s licence.

Thank you for your assistance. I sincerely hope Casino Guru can help me obtain a proper resolution.

Thank you for the update. I understand your frustration, especially after waiting almost two weeks for your documents to be reviewed.

To better understand your situation, could you please answer the following questions?

• Were your winnings accumulated with or without an active bonus?
• Please post a screenshot of your casino account verification page so we can review which documents are still pending or have been successfully verified.
• Was your Ontario driver's licence issued using an immigration document, such as a passport, permanent resident card, or work permit, that also has no separate given name?
• Has the casino requested any additional documents to support the details in your driver's license?
• Does the name registered on your LuckyDays Casino account match your driver's licence exactly?

Since the casino informed you that your verification might be approved today, please also let us know if you receive any updates.

Thank you for your cooperation.

Hello Jean,

Unfortunately, LuckyDays has once again given me false hope. My account is still not verified, and my withdrawal remains pending. There is nothing outstanding from my side, as I have already submitted all the documents they requested.

1. Explanation of my name format

I originally entered Canada on a work permit. My Indian passport contains my entire name, LOVEPREET SINGH, under the Given Name field, with no separate surname or last name.

When Canadian immigration issued my documents, my entire name was placed under the surname/last name field, leaving the first name field blank. This is how my name appears on my Ontario driver’s licence and Canadian work permit.

When I created my LuckyDays account, the website required a first name, so I had to enter LOVEPREET as my first name and SINGH as my last name to complete registration. The system did not allow me to leave the first name field blank, even though that is how my name appears on my Canadian identification.

2. Complete explanation of the verification issue

I tried to verify my ID through the LuckyDays website approximately 15–20 times. Every time I scanned the front of my Ontario driver’s licence, the system displayed an error stating that no first name had been detected.

I immediately escalated this issue to LuckyDays support through live chat and email, including help.on@luckydays.ca and help@luckydays.ca. I also provided screenshots of the verification error.

LuckyDays responded the same day and instructed me to submit my Ontario driver’s licence (front and back) and a selfie holding my driver’s licence beside my face for manual verification. I complied immediately and submitted everything on October 1, 2026.

Since then, I have repeatedly been told that my case has been prioritised and that the relevant team will contact me by email once the review is complete. However, my account remains unverified, and I have not received a clear timeline for resolution.

3. Why I am extremely disappointed with LuckyDays

Honestly, if I had known that signing up with LuckyDays would lead to such a lengthy verification process simply because of my name format, I would never have registered or deposited money with them in the first place.

I deposited approximately $5,500 CAD through Interac e-Transfer, and LuckyDays did not request ID verification when I created my account or deposited my money. The verification issue only became a major obstacle after I requested my withdrawal.

If my name format was going to create such a serious problem, LuckyDays should have verified my identity before allowing me to deposit money and use the platform, rather than allowing me to deposit and then leaving my withdrawal stuck for almost two weeks.

I have cooperated fully, provided every document requested, and followed their instructions immediately. Despite all this, I am still receiving repetitive responses saying that the relevant team will review my documents soon, without any meaningful progress. It is extremely frustrating that, even after providing everything requested, I am still unable to access my own money.

My current pending withdrawal is $7,034.20 CAD. This is not a small amount of money, and I do not believe it is reasonable to leave a customer waiting indefinitely after they have complied with the verification requirements.

I am willing to provide my Canadian work permit, which displays my name in the same format as my Ontario driver’s licence, or any other reasonable documentation required to confirm my identity. Nothing further has been requested from me so far.

Jean, I would sincerely appreciate your help in getting this matter resolved. I am not asking LuckyDays to bypass verification. I am asking them to review the documents I submitted on October 1, complete the manual verification, and release my legitimate withdrawal without further unnecessary delays.

Thank you for your time and assistance.

Hello Jean,

I would like to clarify one important point regarding my latest conversation with LuckyDays support on October 14, 2026 at 03:55 PM (EST)

The person who replied to me today was Chris, the same support agent who previously helped forward my ID verification documents and the screenshot showing the first-name error to the relevant department.

He already knows about my situation because he was directly involved in forwarding my documents for manual review on October 1, 2026. However, today he acknowledged that my documents had been reviewed by the appropriate department and then instructed me to upload my ID and selfie again through the website.

This is extremely frustrating because he seems not to be checking or properly understanding the history of my case. The entire reason my documents were submitted manually was that the online verification system repeatedly rejected my Ontario driver’s licence because it could not detect a first name.

Even the same support agent who knows about this issue is now directing me back to the exact verification process that does not work.

I do not understand why he cannot check the status of the documents he personally helped forward to the relevant team instead of repeating the same instructions. If my documents are still under review, I need a clear update on that review. If they have been reviewed, I need to know the outcome and what, if anything, is genuinely missing.

I have already provided the requested documents and the error screenshot. Nothing further has been requested from me, and I remain willing to provide additional supporting documents if necessary.

My $7,034.20 CAD withdrawal is still pending, and I have been dealing with this issue for 14 days.

Please add this clarification and the attached screenshots to my existing complaint. I would appreciate your help in escalating this directly to LuckyDays’ Accounts and Verification teams, as repeated conversations with chat support are not resolving anything.

Another frustrating update from LuckyDays – different agents, repeated explanations, and still no resolution.

Today, I contacted LuckyDays support again and spoke with a new agent, Hugo Rodriguez. I explained that I had already spoken with their team yesterday, and I was told my verification would be completed today. However, it is still unresolved.

The most frustrating part is that the agents don’t seem to be properly reviewing or following up on the previous conversations. Chris had already forwarded my documents, including my Ontario driver’s licence, selfie with my ID, and screenshots showing the first-name verification error, to the relevant team for manual review.

My verification issue exists because my Ontario driver’s licence contains only one name, which their system does not accept correctly. I have already explained this and provided the requested documentation.

Now Hugo tells me that my case has been forwarded to the validation and legal teams and that they are waiting for confirmation. Meanwhile, my $7,034.20 withdrawal remains unresolved.

Why am I repeatedly explaining the same issue to different agents when the previous conversations and submitted documents should already be available to them?

I have cooperated with every request, but this ongoing delay and lack of clear communication are extremely frustrating. I need LuckyDays to properly review my case, acknowledge the documents already submitted, and provide a clear timeline for completing verification and releasing my withdrawal.

I hope Casino Guru can help bring attention to this matter and encourage LuckyDays to provide a proper resolution.

Are you guys still there????

Thank you for your continued updates.

Please note that we can see all your messages in this complaint thread. This platform is not a live chat, and our team has up to 7 days to respond to each message. We appreciate your patience and understanding.

Before we contact the casino, we need to independently review your identification documents and your communication with LuckyDays regarding the verification issue.

Could you please send the following to jean.s@casino.guru?

1. Ontario driver's licence – Clear copies of both the front and back.
2. Canadian work permit – A clear copy showing your full name and identification details.
3. Selfie - the same selfie that you sent to the casino
4. Email correspondence with LuckyDays Casino – All relevant emails concerning your identity verification, including the casino's requests, instructions, and responses.

Additionally, I strongly recommend that you send a copy of your Canadian work permit directly to the casino's verification team by email, along with a clear explanation of why your full name appears in the surname field while the first-name field is blank. This supporting document may help the casino understand the discrepancy between your registered account name and your official identification and complete the manual verification.

Once you have sent the documents to us, please notify me here in the complaint thread so I can review them and determine the next steps.

Thank you for your cooperation and patience.

Hello Jean, I have successfully emailed you all the requested information and supporting documents regarding my LuckyDays.ca case. Please kindly confirm once you have received them. Thank you for your assistance.

Your help in this matter is highly appreciated

Hello,

I would like to bring another important update to your attention regarding my complaint against LuckyDays.ca. Please make sure this new development is included alongside all the previous documents and evidence I have already provided to you.

Today, October 26, 2026, LuckyDays has finally stated that it believes documentation I submitted for verification was altered. This is particularly concerning because I have been trying for weeks to obtain a clear explanation of why my winnings were confiscated.

It has now been 26 days since the events began on October 1, and only after repeatedly pressing them for an explanation have they made this allegation. However, even in their latest response, they have failed to identify which specific document they believe was altered, what alteration they allegedly found, or what evidence supports this conclusion.

At no point have they clearly identified the document in question or asked me to resubmit that specific document, provide an explanation regarding an alleged alteration, or correct any particular issue. Instead, they continued repeating that I had failed their verification requirements and maintained their decision to confiscate my winnings.

I cooperated with their verification requests and provided the documents and additional 10-second verification video they requested. I maintain that the documents I submitted are genuine. If LuckyDays believes otherwise, I believe it should clearly identify the document concerned and explain the basis for its allegation so that I have a fair opportunity to respond.

This latest response also comes after their October 23, 2026 email, in which they confirmed that my account would remain permanently closed and my winnings confiscated. Although they have refunded my deposits totalling $5,500 CAD, my winnings of $1,534.20 CAD remain unpaid.

I find it extremely concerning that LuckyDays is making such a serious allegation without specifying the document involved or providing a meaningful explanation that I can address. I should not be left guessing which document they are referring to, especially when they are withholding my winnings on this basis.

I kindly ask Casino Guru to treat the October 26 email as a significant new development in my complaint. Please include it with the evidence I have already submitted and specifically raise the following questions with LuckyDays:

Which exact document do they allege was altered?

What specific alteration or discrepancy did they identify?

What evidence or verification findings support this allegation?

Why was I not clearly informed of the specific issue or given an opportunity to address it before the decision to confiscate my winnings was upheld?

I am extremely disappointed with the way this matter has been handled. I have spent considerable time cooperating with their requests, yet my winnings remain withheld and I still do not have a specific, substantiated explanation that I can respond to.

Please ensure this new update is considered when preparing and submitting my complaint. I am seeking the return of my outstanding $1,534.20 CAD in winnings and a fair, evidence-based review of LuckyDays’ decision.

Thank you for your assistance. I look forward to hearing from you regarding the next steps.

Kind regards,

Lovepreet Singh

I have just emailed you their email conversation they sent me final outcome on Today October 26, 2026

Dear LOVE1995,

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, Barborka, (barbora.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

Hello LOVE1995,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Hello Barbora,

As of today, October 31, 2026, this matter remains unresolved. LuckyDays.ca has still not provided a satisfactory explanation, and my remaining withdrawal balance of CAD $1,534.20 continues to be withheld. The casino previously informed me that the amount had been confiscated without providing sufficient justification.

I sincerely appreciate your assistance and efforts in looking into this matter. Your help means a lot, and I genuinely hope that, with your intervention, we can reach a fair resolution.

Thank you again for your time and support.

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.