Green Luck Casino - Pelaajan tili on suljettu epäonnistuneen vahvistuksen vuoksi.

Casino close account for failed verification but i was never asked specifically.

On the 4th Feb i played and won 2854€ and withdrawn 500€ to my bank account. I also posted a complaint on Guru as they not pay nor ask for any verification. They did however pay the 500€ withdraw on the 20th February so i made another. An no point did they tell me i needed to verify my account. No emails sent to say they wanted anything. It was a case that they just not pay.

On the 30th of April I received an email that my withdraw was cancelled due to technical error.The email did state check if any kyc checks requests on your account but I was working away so not really had chance to dive into the technical error email.

6 days ago i get this email

We would like to inform you that your account did not pass the verification procedure on our Project due to T&C 5.3 and has now been closed without the right to reopen.Balance deducted due to T&C 9.4.

No problem for me to complete any verification if i knew i needed to but they just confiscate my money and close account.

Surely a Casino must communicate with you if they want documents or something from a player especially if its not the norm with this casino? I asked and asked at the beginning if they wanted kyc hence them pay slow and i was told no it is just that they have a payment delay having so many requests.

I feel this is unfair to confiscate winnings based on my non knowledge from the casino. How can i know this? I have replied to the casino but so far they not respond.

I hope the Casino will re open my account and i will carry out any kyc checks. Why did it also take 2 months of a pending withdraw to decide this?

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.

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.

• When exactly did you submit your most recent withdrawal request from this casino?
• Have you checked your account’s verification/KYC section to see whether any documents are currently required?
• Do you have any screenshots, chat transcripts, or emails showing your communication with customer support regarding the required verification or withdrawal process?
• Have you already submitted any identity or verification documents to the casino? If so, which ones and when were they provided?

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

23rd Feb was my last withdraw that they never pay. I never got the opportunity to verify my account since they closed it. They never even said specifically that they wanted verification a month later.

Please forward me the most recent conversations between you and the casino customer support regarding the verification and the subsequent closure of your account at veronika.f@casino.guru. I appreciate your cooperation.

Dear castleguy,

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.

Hi Veronika,

I have sent you the email 3 times now. Have you still not received?

Dear castleguy

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Castleguy,

I sincerely apologize for the inconvenience you have experienced with your account being blocked. I will reach out to the casino promptly to work on resolving this matter for you. In the meantime, I would like to invite a representative from Green Luck Casino to participate in this conversation and assist in addressing your concern.

Dear Green Luck Casino,

Could you please clarify the reason behind the blocking of the player's account? Additionally, I would appreciate it if you could provide any supporting evidence related to this issue. You may either include your statement and the evidence here or send it directly to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation in providing this information.

Kind regards,

Jana

Dear castleguy,

Thank you for bringing this matter to our attention.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Green Luck Casino Team

Dear All,

Following an investigation into the player's claim, we would like to provide the details below to clarify our decision regarding the account closure and balance voidance.

In March 2026, we requested that the player submit specific documents via the Verification section for account and identity verification. While the player provided e-wallet info and TRX history—which were successfully accepted—they failed to provide any proof of identity for a period exceeding 30 days.

Consequently, on May 13, 2026, we closed the account and voided the remaining balance in accordance with Terms & Conditions 5.3 and 9.4.

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

5.3 : You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

9.4 : - Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...>

• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

<...>

We trust this helps clarifying our position to the matter.

Best Regards,

GreenLuck Casino Team

Dear Green Luck Casino Team and Jana,

Thank you for your response and for investigating the case.

I would like to clarify a few important points:

I was never clearly notified that specific identity documents were required. I did not receive any email instructing me to upload proof of identity, nor was there any obvious or easy-to-understand request visible in the Verification section or during live chat. I checked my account regularly because of the pending withdrawal, but I never saw a clear request that explained exactly what was needed and how to submit it.

I had asked customer support multiple times (especially in February) whether verification or KYC documents were required for my withdrawals. I was repeatedly told that the delays were only due to high payment volume and that no verification was needed at that time.

I did provide the e-wallet information and TRX history that were requested, and these were accepted. However, any additional request for identity proof was not communicated in a way I could understand or follow. It was difficult to locate and unclear what exactly was being asked.

Most importantly, you already paid me 500€ on 20 February 2026 after my first withdrawal. This shows that at least some verification or account checks had been completed successfully at that point. It is inconsistent to now say that verification failed and to void the remaining balance.

My last withdrawal request was made on 23 February 2026. It stayed pending for over two months. I only received the closure email much later (around mid-May), and I replied to it immediately, but I never received any response from the casino.

I have always been willing to complete verification. If I had received a clear, specific request with proper instructions (by email or clearly visible in my account), I would have submitted the documents straight away. Simply placing something in the Verification section without clear notification or guidance does not give a player a fair opportunity to comply, especially when I had already asked directly.

According to your own Terms (5.3), the 30-day period starts after the request is made. I do not believe a properly communicated request was ever made to me.

I remain ready to provide any required identity documents immediately if my account is reopened and I am given clear instructions. I kindly ask you to reconsider the decision to close the account and void my winnings. The lack of clear communication from your side is what led to this situation.

Thank you for your understanding. I look forward to a fair resolution.

Best regards,

Dear Jana,

We have sent you an email to your address regarding the matter.

Please check your inbox when you have a moment.

Thank you for the cooperation.

Thank you,

Green Luck Casino

Dear Jana and Green Luck Casino Team,

Before anything else, I would like the casino to state on this public thread:

Which gaming authority issued your license?

What is your license number?

Where can this license be independently verified?

This is important because your decision to confiscate my balance must be reviewable by a regulator, and I am entitled to know which one oversees your operations.

Regarding your statement, I want to address several points:

On the "request made in March 2026": You claim documents were requested via the Verification section. A silent flag inside an account portal is not a properly communicated request. No email was sent, no live chat notification was given, and when I directly asked support in February whether KYC was needed, I was explicitly told the delay was only due to high payment volume and that no verification was required. Your own agents contradicted the request you now rely on. Under your own T&C 5.3, the 30-day period starts "after the request is made." A request that support denies exists when directly asked cannot be considered made.

On T&C 9.4: This clause requires "reasonable suspicion of fraud, illegal or improper activity." You have presented no such suspicion and no evidence of any. My alleged failure is not responding to a verification request I was never properly notified of. That falls under 5.3, not 9.4. Clause 5.3 permits you to withhold payment and close the account, but it does not authorize confiscation of a legitimate balance. You are applying a fraud clause to a player you do not accuse of fraud, purely to justify keeping €2,354.

On the inconsistency: You paid my €500 withdrawal on 20 February. You accepted my e-wallet information and TRX history. Partial verification was clearly functioning. If proof of identity was genuinely outstanding and critical, the correct action was to freeze the balance and email me a clear document request, not to leave a withdrawal pending for over two months and then confiscate everything.

I repeat my offer: reopen the account or the verification portal and I will submit my proof of identity immediately. I have never refused verification. Confiscating funds from a player who is actively asking to verify is not a KYC measure, it is a balance seizure.

If the casino is unwilling to resolve this here, please confirm your regulator's complaint procedure so I can escalate formally.

Best regards

Dear Jana,

We kindly request that you review the email we recently sent.

Thank you for your time and assistance.

Kind regards,

Green Luck Casino Team

Dear Castleguy,

Thank you for your continued patience during this time. We kindly ask for your understanding as we require some additional time to conduct a thorough investigation into your case. I am actively liaising with the casino to gather more information, and I assure you that I will keep you updated as soon as I have any developments to share.

Thank you once again for your understanding.