LuckyReels Casino - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

I have been attempting to withdraw my winnings that I won fair and square for a while now. The casino has requested several verification documents, pictures, and a video. I have given them everything they have requested but I am still not verified, this has been going on for several months and I dont know what to do.

Dear casinocouch,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with LuckyReels Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• When have you requested your withdrawal, please?
• Have you played with your real money or bonus?
• Can you still access your player's account ?

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

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

My first withdraw attempt was in February 6th.

The money was originally a no-sticky bonus, but I cancelled the bonus to allow me to withdraw.

Right now I cant access the website as it may be in maintenance or something. It just randomly stopped working with no warning from the operator. Its owned by ISpin Partners/XXL Services N.V.

Dear casinocouch,

thank you for your message.

• Have you finished the wagering requirements for this particular bonus, please?
• Are you in compliance with the casino's request for additional verification documents?
• Could you please specify which documents you have already submitted to the casino for Know Your Customer (KYC) verification?

Looking forward to your reply,

Katarina

Yes the wagering requirements are complete and the funds are 100% withdrawable.

Yes I have fully complied with all requests from the casino and provided every document, photo, and video.

I have had to send them photo id, bank statement, phone statement, utility bill, picture of passport, picture of passport notarized document, pictures of address with myself in the images, video of myself speaking a script sent by the casino, and another video of myself speaking a 2nd script

Dear casinocouch,

thank you for your message.

Could you please provide any communication you had with casino regarding this matter to my email [email protected]. Kindly forward emails, live chat transcripts and screenshots.

Looking forward to your reply.

Katarina

Sent

Thank you for your message and for the email. I apologize for the delayed response. I was on sick leave and unable to reply.

Dear casinocouch,

thank you for your cooperation. It seems from our side, that the casino is closed. However, this does not necessary mean your case is lost so I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear casinocouch,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite LuckyReels Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear casinocouch and CasinoGuru,

Let us inform you that the additional documents were requested by the Verification Department only for security purposes and in accordance with our Terms and Conditions, specifically clause 5.1.:

"Know Your Customer is the procedure according to which we reserve the right to request additional documents, which include, but not limited to: passport or ID; Proof of Address (Passport address page, Utility bill, Bank or Payment institution statement), selfie with passport or ID; or other documents upon LuckyReels Compliance Department discretion. Please note that Driving License cannot be accepted as ID and/or Proof of Address."

We would like to assure you that your case remains a top priority and is actively being reviewed. We are in continuous contact with the responsible team and doing everything we can to expedite the process.

At this time, we’re unable to provide a specific timeframe, but please know that we are committed to resolving the matter as quickly as possible.

We truly appreciate your continued patience and will keep you informed of any updates as soon as they become available.

Kind regards,

LuckyReels Casino Team

Thank you LuckyReels Team for the update!

Dear casinocouch, can you please provide additional information to the casino? Feel free to send it to me too at [email protected]

Thank you

Dear CasinoGuru,

During the review of the player's activity and gameplay patterns, suspicions regarding the use of an unfair strategy were confirmed. The client used an abusive strategy in slot games by using bonus funds to accumulate the progress within a slot, and then claiming winnings to their real money balance after making the final spin just before entering the bonus rounds.

This behavior constitutes a clear violation of our bonus policy and Terms & Conditions, as it involves manipulating the game mechanics to gain an unfair advantage.

In this regard, the responsible department voided all the customer's bets and blocked the account.

9.12 If, during withdrawal of funds check, it appears that the player is Cheating, LuckyReels reserves the right to revoke the entitlement of such player to benefit from the bonus and/or promotion, and/or withhold the payouts resulting from such Cheating. Only fully settled Bets (i.e. Bets that result in a win or loss) will be counted towards wagering. The following actions are strongly prohibited, and players' bonuses or associated winnings are declared null, if the player applies a delay of any game round in any game upon having free spins or any other bonus feature/s activated with the aim to exploit (use) such features later on without wagering requirement and/or upon new deposit.

Kind regards,

LuckyReels Casino Team

What? I did no such thing, this is clearly made up to not pay me out. Its been 5 months since requesting a withdraw and youre telling me this just now? I knew it was extremely unlikely I was going to see these funds but the accusations are unfounded

Dear LuckyReels Casino, would you be so kind and send me the player´s play history at [email protected] ? Thank you very much

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear casinocouch,

Unfortunately, since we have not received any further response or relevant details/supporting evidence from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by Curaçao (GCB) / Comoros (AOFA) and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at [email protected]

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Martina, Casino.Guru