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

Good evening. For the past month, this specific casino has been rejecting my proof-of-address document and refusing to verify my account. They have approved my ID, bank card, and selfie, but they won't approve this document. I have sent them bank statements from two different banks—including Revolut—yet they insist on not accepting them. I want to withdraw my funds, which amount to 300 euros. Please help me; I don't know what else to do. It’s obvious they’re doing it on purpose so I’ll gamble my money and lose it. But I’m not going to give them that satisfaction.

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Dear tzoni,

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

Καταλαβαίνω τους όρους σας και τους κανόνες σας αλλά δεν πρόκειται να αλλάξει κάτι σε αυτές τις 14 μέρες. Δεν ταυτοποιουνε επίτηδες τον λογαριασμό μου και αρνούνται να μου βάλουν τα χρήματα μου. Σας παρακαλώ πολύ για την άμεση επίλυση του θέματος μου.



I'm sorry to hear of your negative experience with UnlimLuck Casino. Please allow me to ask a few questions to better understand the issue.

• Could you please let me know what proof of address did you sent?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your verification page?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru?

Thank you in advance for your reply.

Έβαλα τα χρήματα μου και πήρα το μπόνους κατααθεσης. Έχασα τα χρήματα μου και τα κέρδη προήλθαν από το δικό τους μπόνους. Τους έστειλα δύο αντίγραφα κίνησης από δύο διαφορετικές τράπεζες και δεν το δέχτηκαν. Έστειλα και αντίγραφο κίνησης από την revolut και δεν το δέχτηκαν ούτε και αυτό. Φυσικά μπορώ να σας στείλω όλα τα στιγμιότυπα που θέλετε εκτός από την συζήτηση με το live chat του casino γιατί δεν την έχω. Λυπάμαι.

Σήμερα μου ακύρωσαν για άλλη μια φορά την επαλήθευση και την ανάληψη με αποδεικτικό της revolut. Άμα θέλετε σας στέλνω και στιγμιότυπα για να τα δείτε παρακαλώ

Thank you very much for your reply, tzoni.

• Please post a screenshot of your casino account verification page.
• For an independent review, could you please forward all the documents and photos you have sent to the casino to jean.s@casino.guru?
• Additionally, please include in the email all relevant correspondence between you and the casino. Please forward me the complete email threads, not screenshots.

When you email me, please also notify me in the complaint. I appreciate your assistance.

Καλησπέρα σας. Στο email που σας έστειλα είχα σαν στιγμιότυπο οθόνης που έδειχνε ότι ο λογαριασμός μου δεν είναι επαληθευμενος και εκκρεμεί το αποδεικτικό διεύθυνσης. Γιατί μου το ζητάτε ξανά; Επίσης πως θα σας στείλω την συνομιλία με το καζίνο που είχα κάνει; Δεν έχω μηνύματα ηλεκτρονικού ταχυδρομείου μαζί τους. Το μόνο που έχω από αυτούς είναι το email που ακυρώνουν κάθε φορά την επαλήθευση μου και την ανάληψη και μου ζητάνε αποδεικτικό διεύθυνσης. Αναμένω την απαντηση σας. Σας ευχαριστώ

Could you please let me know of the email address you used to send the screenshots and your correspondence with the casino? I receive numerous emails daily, and I'm having difficulty locating one from the email address tzoni86@outlook.com.gr.

Thank you for your understanding and assistance.

Μολις σας εστειλα στο email οτι μου ζητησατε. αναμενω την απαντηση σας

Thank you very much for your email and for providing the Revolut bank statement.

Please understand that some casinos may not accept bank statements as proof of address, even from traditional banks. This is because a bank statement does not always confirm a person's current residential address, as banks may use an address provided by the account holder without independently verifying their current residence. Casinos may therefore require a different document under their KYC policies.

• You also mentioned that you submitted bank statements from two different banks. Could you please confirm which banks these were? I only received the Revolut statement in your email.
• Also, the forwarded correspondence with the casino had no further communication after September 23. Could you please share the communication after you sent the two bank statements? It is important to find out what the casino's response was so we know how to help you.
• Do you have other forms of proof of address, like utility bills (telephone, gas, water, electricity)?

I appreciate your continued cooperation.

Δυστυχώς δεν έχω κάποιο λογαριασμό στο όνομα μου που να αποδεικνύει την διεύθυνση μου. Θα έπρεπε να δέχονται την αντιγραφή κίνησης της τράπεζας που τους έχω στείλει γιατί είναι επίσημα έγγραφα με ημερομηνία έκδοσης των τελευταίων 90 ημερών. Τους είχα στείλει και εκκαθαριστικό εφορίας που αποδεικνύει την διεύθυνση μου αλλά ούτε αυτό το δέχτηκαν. Έχω δοκιμάσει τα πάντα αλλά αρνούνται να επαληθευτούν τον λογαριασμό μου. Εσείς έχετε επικοινωνήσει μαζί τους; Να σας πούνε και την δική τους εκδοχή; Δεν γίνεται 2 μήνες να με ταλαιπωρούν για να πάρω τα χρήματα μου. Μου ζητάνε μόνο λογαριασμούς αλλά δεν έχω. Να σας πούνε τι άλλο χαρτί δέχονται. Τελευταία προσπάθεια την είχα κάνει και χτες το πρωί μου ακύρωσαν την επαλήθευση μου. Το ίδιο μήνυμα μου στέλνουν κάθε φορα. Δεν αλλάζει κατι. Είναι αυτό που σας έστειλα στο email. Αναμένω την απάντηση σας.

Μίλησα μαζί τους και τους ρώτησα τι άλλο χαρτί μπορώ να στείλω για την ταυτοποίηση και μου είπαν να τους στείλω ένα κρατικό έγγραφο που να αναγράφει την διεύθυνση μου, το όνομα μου, να έχει επίσημη σφραγίδα και να είναι αμετάβλητο. Τους έχω στείλει δύο τέτοια χαρτιά και περιμένω. Ελπίζω αυτή την φορά να είναι όλα εντάξει. Θα σας ενημερώσω.

Dear tzoni,

Thank you for your reply. I understand your frustration with the repeated rejection of your proof of address and the continued delay in withdrawing your €300.

Please understand that before we can contact the casino on your behalf, we need to independently review the documents you submitted and establish whether there is an issue with your KYC verification.

You previously mentioned that you had submitted bank statements from two different banks. However, we have only received your Revolut bank statement, and you have not yet confirmed which other banks issued the statements.

On October 15, you also mentioned submitting a tax return, but you have not forwarded this document to us. Most recently, on October 20, you stated that you had submitted two government documents to the casino, but you did not specify what these documents were.

To proceed with your complaint, please send the following to jean.s@casino.guru:

1. The tax return you previously submitted.
2. The two government documents you mentioned submitting on October 20.

Please send the original PDF files or documents, rather than screenshots, so we can review them properly.

We need to examine all the proof-of-address documents you submitted before we can represent your case effectively and ask the casino to explain its repeated rejections.

I appreciate your cooperation and understand that this process has been frustrating. Our goal is to make sure we have sufficient evidence to support your complaint.

Please notify me here in the complaint thread once you have emailed the documents.