Happy Luke Casino - Player’s winnings have been cancelled.

Recently I have joined happy luke casino

Deposited INR 4000,

Played games like live casino. 

Then I decided to withdraw, but upon withdrawal I was asked to submit adhar card, utility bill and ewallet txn ss. 

As told I submitted all ss, but later on I was asked to submit more documents

Pan card, pan card with selfie, adhar card with selfie, I have submitted more than half a dozen of documents, but later on after 24 hours I got a mail that your player account is disabled and withdraw is forfieted. As per my knowledge all my document submitted was proper. 

I demand the casino to atleast refund the balance amount that is INR 3850.

And unblock the account. 

I am very upset with happyluke casino

And open my account

I want justice. 

Dear Sanjay53,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled and account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Petronela 

I have submitted all the dovuments as they told correctly without any delay, also I have given document everytime I was told.

And all my documents are true as per my knowledge.

They have purposely failed kyc and blocked my account and void the winning.

Also I don't have any active bonus

Thank you

Thank you very much, Sanjay53, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Sanjay53,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Happy Luke Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Happy Luke Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to get his account unblocked and/or pass the KYC? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? Is there a chance that the casino will refund the player's deposit(s)?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Please demand atleast refund my balance amount

Dear Sanjay53,

I was in contact with a casino representative. However, the provided information is not enough to substantiate the casino's claims and decision. Currently, I am waiting for additionally requested details and evidence from the casino representative.

Once I have all the required details and data, I will let you know.

Thank you for your understanding.

Alright, Sanjay53, I received the additional details and information from the casino.

Can you please provide me with the ID document and a selfie with the ID document that you sent to the casino for verification? What is the complete name and surname that was used in the casino account upon registration and stated in the provided ID?

Feel free to use my email (branislav.b@casino.guru). Alternatively, you can share it directly here, with your reply. All sensitive data will be marked as private - hidden from the public.

Dear sir,

As it's confidential documents I mailed you to your mail please check it

I received your email, please, look at my last email and reply. There is no attachment, and there is not all the requested information that I asked you about.

I have resend it

Dear Sanjay53,

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - the photo provided to the casino for verification was edited, and the provided ID even does not belong to you. There is a different person on the ID. This seriously breaches the casino's rules. Unfortunately, a successful verification is a must to be able to withdraw any funds from your casino account. Since you failed to pass the KYC, the casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru