DuckyLuck Casino - Player’s winnings are delayed due to verification problems.

This casino has been lying about me not sending the verification bank statement document which I have sent them multiple times through email and that’s what these 3 images IMG_0526, IMG_0548, and IMG_0549 shows which are attached. They also backtracked and the customer support member said they received it but it was not readable which makes no sense, as the PDF File was directly from my bank sent to them which is proven in IMG_0546. I should have been verified a long time ago and they just don’t want to payout the $250.00 dollars they owe me.

Dear Simonb339,

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 casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes verifying identity is the only thing getting in the way the withdrawal for 250 is pending I meant to attach that in the original complaint and will attach that here and yes I have submitted all the other

documents

This is also a screenshot of another time I contacted them and they said they got the screenshot of my bank statement as shown in this picture attached so there shouldn’t be a problem with reading it as she said she could see it right in front of her and they said this would work as verification as shown. Also there’s another screenshot I have of them saying they got the attachment but couldn’t "download it in system". So obviously they are lying. But the fact is they said the screenshot would work as verification and then went back on their word.

Hi Simonb339,

Based on the forwarded communication, it appears that you were asked to provide Proof of Address not older than two months. This documentation should be in the form of an original PDF file or an unedited picture. Could you please forward this document to petronela.k@casino.guru as well?

Thank you in advance.

At the time that I sent it, it was less than two months old.

this was the bank statement I sent them it included all the pages I am not able to send the file on here but I will email it to the person you told me to email.

I emailed the pdf file of my bank statement to petronela.k@casino.guru I accidentally sent her a picture of my JD on the first one but the second email I sent has my bank statement PDF file.

for some reason it won’t let me upload the pdf file on here but you can see the screenshot of the bank statement file. It’s very obvious this casino is lying and I have never had any verification issues with any other casino and I’ve used more than five other online casinos without any verification problems.

Thank you very much, Simonb339, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

I have submitted all the documents and you should be able to resolve my problem right now I’ve given you all the information you need to tell this casino to give me my winnings this is ridiculous. I have been trying to get my winnings since 2/24/24. This casino is obviously scamming. This site also is seeming to side with scammers because the casino has an above average trust score on your website but anywhere else you look at reviews of this casino it has 1 star reviews.

Hello there,

Thank you Simonb339 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask DuckyLuck Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello Peter and Simonb339.

Thank you for submitting the information. We have requested information from the department in charge. We will come back with an answer as soon as possible.

Hello Peter and Simonb339,

The department in charge informed us that the documents sent were approved and your payment has been processed. Most likely you will be receiving your funds before you read this message. Thank you for your patience.

Thank you very much for the update DuckyLuck Casino representative.

Dear Simonb339, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thank you I was finally able to withdrawal my winnings. It took a long time but I’d like to thank Casino Guru for helping me.

Dear Simonb339,

I'm glad to hear that your issue has 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter