UnlimLuck Casino - Player's withdrawal is delayed.

Title: Unilimluck delaying verification and withholding withdrawal despite submitted documents

I am submitting this complaint regarding Unilimluck casino because my withdrawal is being delayed while the casino repeatedly sends generic verification responses without identifying any specific issue with my documents.

Timeline:

I registered and deposited funds normally using my card

I won approximately £1500

I requested a withdrawal for £500 on 01/05/2026 as the most you can withdraw is 500.

The casino requested identity and verification documents.

I submitted all requested documents by replying directly to their email as instructed.

The documents submitted included:

a clear photo of myself holding my passport,

proof of address documents,

and a full bank statement/payment verification document.

The files were submitted as original photographs/documents, were fully readable, and clearly showed all four corners as required.

Despite this, I continue receiving repeated template responses stating that I should "follow the instructions in the email" without identifying:

which document is allegedly problematic,

what exact issue exists,

or whether my documents were even successfully received.

I have repeatedly asked the casino to specify any exact issue with the documents, but no specific explanation has been provided.

The casino also stated that documents would be reviewed by the payments department within 3 business days, however meaningful progress has still not been made.

I believe the verification process is being unnecessarily delayed despite my full cooperation.

I respectfully request Casino Guru assistance in mediating this dispute and helping obtain:

confirmation that my documents were received,

proper completion of account verification,

and processing of my withdrawal.

I can provide screenshots of:

all emails and support replies,

uploaded documents,

withdrawal status,

and verification correspondence.

I had previously withdrawn from this account, then I kept winning and thats when they started to ask for verification documents.

Thank you for your assistance.

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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.

• Have you received any reply from the casino after you sent them the requested documents for the verification of your account?
• Have you tried contacting casino customer support via live chat or email to ask about the status of your KYC process?
• Could you please forward the documents you submitted to the casino for account verification, along with any subsequent communication you had regarding this issue, to veronika.f@casino.guru?
• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without using a bonus?

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

Dear Emzcos,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru