DuckyLuck Casino - Player’s struggling to complete account verification.

I posted a full review of this casino, but this situation now requires a public complaint. I sent in verification documents before making larger deposits. I have deposited well over $2,000 and finally cashed out $5,000 after receiving a $1,000 chip from my host. I beat the $25,000 wager requirements somehow. I have chatted in multiple times, spoken to my VIP host, and been promised that they'd get right back to me and verify my documents right away. None of that has happened. Today, I receive an email from an account manager with the following, in part:

"We hope this message finds you well. We are writing to inform you that unfortunately, our security department has been unable to accept the passport you provided to verify your account.

Please understand that the verification process is crucial to maintaining a safe and secure environment for all our players, and we take it very seriously. However, we cannot accept any document that we suspect to be fake."

I responded that it is a federal crime, a felony, to even possess a false US passport. They temporarily closed my account until this issue can be resolved and asked for additional ID. In response, I sent multiple photos of different angles of my passport WITH stamps from multiple countries. Obviously, I could not travel around the world with a fake passport. This is a tactic to not pay me and I am livid. Moreover, I told them that I'd have my passport verified by the US embassy closest to them.

Accusing someone of possessing a falsified passport is absolute insanity. Moreover, they have my electricity bill and a selfie with me holding my valid US passport. I'm begging you guys to please do something about this mess. I am in shock that their security team would even respond with this craziness.

Dear shaunmcordeiro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and situations like this happen from time to time.

Could you please advise if you have any alternative ID documents as requested by the casino? Have you already provided a new document?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

I provided the casino additional photographs of my passport, showing the stamps and barcode page. Then, I submitted a copy of a federally certified MA driver's license (the new federal Real ID*). The casino manager was incredibly fast to respond, approved my payouts, scheduled the payments, and I was paid $2500 yesterday (Bitcoin) and $2500 today (Bitcoin). I am pleasantly shocked, but they were very apologetic and despite my initial feelings--I really think they may just be incredibly diligent with their verification process. The best recommendation that I can give for other players is to send in your documents on the very first day that you open the account. Send in your passport AND driver's license (they probably won't request both but send both anyways). Make sure that everything matches up, then chat with support after a couple of days to make sure that everything was approved. Also, if you are "Golden Goose" (their version of a high roller) get the number to your host and be in communication with them throughout the process.

You do lose your status and bonuses when you withdraw more than you have deposited because the system categorizes you as a skilled player. However, according to my host, you get that back when you continue to make deposits. Basically, I think they don't want to keep giving bonuses to lucky patrons who can keep withdrawing without depositing much money. I don't like the policy, but I was also given a huge $1,000 chip by my host. Granted, the chip had a 25x wager but I was looking into previous online casino bonuses in states where I played and online gambling is state-controlled and legal. Those bonuses had 40x wagering requirements, except one casino that was only 1x (BetRivers).

I'm going to try to play again today and see what happens if I win. Will I have to go through this again or will my account be fine because I'm totally verified? I will update this post or the customer review that I left with that information. I'm also going to update my review that I posted for this casino. It's only fair that I recognize the resolution I was provided, not just the difficulty that I encountered.

Thank you for your reply, shaunmcordeiro. Could you please update us on how you wish to proceed with this complaint? It seems that the main issue with verification has been resolved and you also managed to withdraw winnings you couldn't due to incomplete verification. At this point, we would consider complaints resolved unless there is something else we could help you with.

I would like to close this complaint. Thank you for all of your assistance.

Dear shaunmcordeiro,

Since the main issues regarding verification and delayed withdrawal have been resolved successfully, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru