The player from Portugal faced issues with the casino regarding the verification process, as they requested documents such as proof of address. The player was informed that verification was a standard procedure required by licensed casinos to prevent fraud and ensure secure payments, typically requested at the first withdrawal. The player was advised to submit the requested documents to enable smooth transaction processing. Due to the player's lack of response to follow-up messages, the complaint was closed without further investigation.
VipLuck Casino - Player uncertain about submitting documents for verification.
Closed
Our verdict
Player stopped responding
Amount: €2,000
VipLuck Casino
Safety Index 7.4 Above averageCase summary
Discussion
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2 months ago
Translation
Viability of the casino.request for documents such as proof of address
Automatic translation:
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear betec6,
Thank you very much for submitting your complaint. I understand how upsetting it can be to feel that a casino hasn’t informed you properly about the verification process.
However, most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, and other casinos let players withdraw the first or a few smaller withdrawals without it, but most often, casinos ask for documents at the point of the first withdrawal. All licensed casinos are required to verify the identity of their players to prevent fraud, ensure secure payments, and comply with legal regulations.
We advise that you comply and submit all documents that the casinos have asked. The sooner that verification is approved, the sooner the casino can process your transactions smoothly.
Let me know if you need more help.
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1 month ago
Dear betec6,
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.
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1 month ago
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,
Jean
Casino.Guru
