The player from Germany was experiencing difficulties withdrawing her winnings due to an ongoing verification. After reviewing all available evidence, we ended up rejecting the complaint.
The player from Germany was experiencing difficulties withdrawing her winnings due to an ongoing verification. After reviewing all available evidence, we ended up rejecting the complaint.
The player from Germany was experiencing difficulties withdrawing her winnings due to an ongoing verification. After reviewing all available evidence, we ended up rejecting the complaint.
Hello, I deposited 50 at Ilucki and played with a 25 euro bonus after successfully converting to a maximum of 2 euros, I then had 900 € raw and continued playing with a part after a very good run at Wanted and other games, I was then at 3000 € balance then the casino first wanted the normal documents when they were accepted they always wanted more documents when my account was fully verified they then said that due to strange activities at a sister casino I should hold a video conference there they asked me which I to 80% was able to answer the funny thing is that I deposited 1x at their sister casino Shambala and also won directly there had problems.
Hallo ich habe bei Ilucki 50 eingezahlt und mit einem 25 Euro Bonus gespielt nach erfolgreichem umsetzen auf Maximal 2 Euro habe ich dann 900€ Raw gehabt und mit einem Teil weitergespielt nach einem sehr guten lauf bei Wanted und anderen Spielen war ich dann auf 3000€ Balance daraufhin wollte das Casino erst die normalen Dokumente als diese dann akzeptiert wurden wollten sie immer wieder mehr Dokumente haben als mein Account voll verifiziert war meinten sie dann das aufgrund merkwürdiger Aktivitäten bei einem Schwester Casino ich eine Videokonferenz halten soll dort stellten sie mir fragen die ich zu 80% beantworten konnte das lustige ist das ich bei ihrem Schwester Casino Shambala 1x Eingezahlt habe und auch direkt gewonnen habe dort hatte mich vollständig verifiziert und mein Geld auch erhalten von daher macht diese Begründung für mich wenig sinn weil sie damals auf dem Schwester Casino auch kein Problem hatten.
Dear Luisa12,
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 it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account? Have you passed the video verification?
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,
Petronela
Dear Luisa12,
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 it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account? Have you passed the video verification?
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,
Petronela
Especially since I've never had any problems with any other Dama NV casino.
they always wanted others after i submitted the required documents
Zumal ich bei jedem anderen Dama N.V casino noch nie probleme hatte.
sie wollten nachdem ich die erforderlichen dokumente eingereicht habe immer andere
Ilucki Casino didn't bother to verify my account, they closed my account after the email I sent in the picture above I uploaded all the documents as well and then they kept wanting more after that my withdrawal kept being canceled until they all at once said that I should have a video call because of an unusual activity at the sister casino after research I saw that their sister casino is Shambala and on this site I deposited 1 time successfully verified myself and then paid out €900, so Ilucki’s reasoning doesn’t even matter sinn what unusual activity was there when they paid me €900 there without any problems?
I was visibly nervous during the video interview, but that's also simply because I'm a woman and I don't like talking to a camera in front of a strange man because I thought it was the VIP manager Ashley C****** who told me too had written. Personally, I didn't do anything wrong, I have screenshots of all live chats, emails and my casino account, but this has now been closed, but I can prove that I also recorded all the video calls.
Ilucki Casino hat nicht die mühe mein Konto zu verifizieren, sie haben mein Konto nach der email die ich oben im Bild geschickt hatte geschlossen ich habe alle Dokumente hochgeladen sowie immer und dann wollten sie immer mehr danach wurde meine Auszahlung immer wieder storniert bis sie auf einmal meinten das ich wegen einer ungewöhnlichen Aktivität auf dem Schwester Casino ein Videogespräch halten soll nach Recherche habe ich gesehen das ihr Schwester Casino Shambala ist und auf dieser Seite habe ich 1 mal eingezahlt mich erfolgreich verifiziert und anschließen 900€ ausbezahlt deswegen macht die Begründung von Ilucki nichtmal sinn was für eine ungewöhnliche Aktivität gab es denn wenn sie mir 900€ dort ohne Probleme ausbezahlt haben?
Bei dem Video Gespräch war ich sichtlich nervös das liegt aber auch einfach daran das ich eine Frau bin und nicht gerne mit einer Kamera vor einem fremden Mann rede denn ich dachte es wäre die V.I.P Managerin Ashley C****** die mir ja auch geschrieben hatte. Ich persönlich habe nichts falsch gemacht ich hab Screenshots von allen Livechats Emails und Meinem Casino Account dieser wurde aber mittlerweile geschlossen nachweisen kann ich aber alles das Videogespräch habe ich auch aufgezeichnet.
Thank you, Luisa12, for the clarification. Would you like to forward any relevant communication and supporting evidence before we'll contact the casino? My email address is petronela.k@casino.guru.
Thank you, Luisa12, for the clarification. Would you like to forward any relevant communication and supporting evidence before we'll contact the casino? My email address is petronela.k@casino.guru.
Thank you, Luisa12, for forwarding all the relevant communication. Would you be able to share with us the recording of the video call as well, please?
Thank you, Luisa12, for forwarding all the relevant communication. Would you be able to share with us the recording of the video call as well, please?
I received your emails, Luisa12, thank you. Unfortunately, both of them have no sound. Could you please try again?
I received your emails, Luisa12, thank you. Unfortunately, both of them have no sound. Could you please try again?
Hello Petronela, yes, the problem is that I only recorded the screen without sound, but I think the casino can also have the sound file because they must have recorded the conversation.
Hallo Petronela ja das problem ist das ich nur den Bildschirm aufgenommen hatte ohne ton aber ich denke mal das Casino kann ja auch über die Tondatei verfügen da sie das Gespräch bestimmt auch aufgezeichnet haben.
Thank you very much, Luisa12, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
Thank you very much, Luisa12, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
Hi Luisa12,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite iLucki Casino to the conversation to participate in the resolution of this complaint.
Hi Luisa12,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite iLucki Casino to the conversation to participate in the resolution of this complaint.
Hello CasinoGuru team!
After checking this issue we see that Luisa did not pass verification and her account were closed due to this.
Upon checking user profile, our compliance team advised to initiate video call verification. The player did not respond to all necessary questions we have asked and that is why she did not pass the verification.
Due to this we have informed her that her account will be closed and deposits returned. She agreed without any issues to this resolution which was already done.
In case needed - we will send you a video recording of her failed verification check and all additional proofs that may be required.
Best regard,
iLUCKI Casino Team
Hello CasinoGuru team!
After checking this issue we see that Luisa did not pass verification and her account were closed due to this.
Upon checking user profile, our compliance team advised to initiate video call verification. The player did not respond to all necessary questions we have asked and that is why she did not pass the verification.
Due to this we have informed her that her account will be closed and deposits returned. She agreed without any issues to this resolution which was already done.
In case needed - we will send you a video recording of her failed verification check and all additional proofs that may be required.
Best regard,
iLUCKI Casino Team
Thank you iLUCKI Casino Team for the explanation. Please forward the video to my email address (peter.m@casino.guru).
Thank you iLUCKI Casino Team for the explanation. Please forward the video to my email address (peter.m@casino.guru).
What kind of statement is that?
because I don't know every answer immediately, am I automatically a scammer and don't get my money?
I think it was more because of the 3000€ and not because of the verification you wanted more and more documents, and that I accept 90€ is clear because I am not a millionaire and 90€ are 90€.
If you ask someone and they don't answer everything 100% correctly, they will also be blocked or what?
For me these are all excuses I am verified at 50 Dama NV Casinos and have never had any problems but when you win €3000 you have problems, strangely enough.
Was ist das denn für eine Aussage?
weil ich nicht jede Antwort sofort weiß bin ich automatisch eine Betrügerin und erhalte mein Geld nicht?
Ich glaube eher das es an den 3000€ lag und nicht an der verifzierung ihr wolltet immer und immer mehr Dokumente, und das ich 90€ annehme ist wohl klar denn ich bin kein Millionär und 90€ sind 90€.
Wenn ihr jemanden fragt und diese nicht alles zu 100% korrekt beantwortet wird sie auch gesperrt oder wie?
Für mich sind das alles ausreden ich bin bei 50 Dama N.V Casinos verifziert und hatte nie Probleme aber wenn man 3000€ gewinnt hat man komischerweise probleme.
I would also like to say that the interview was with a man and as a woman I don't feel so comfortable talking to strange men and the conversation was also in English that's also the reason why I didn't know anything about some questions I come from Germany and I can Not so good English, so I can't understand all the questions. If the interview were in German, it would have been better. There are people in Germany who can't speak a word of English, what should they do if they have to hold a video call?
I also bet that you never have to make a video call at a casino site with a German license, but the oh so reputable (Curacao casinos) have to verify the player identity because they care about player protection...Kappa
Finally pay out my money I deposited over 10000€ at Dama Nv and it is my right as a player to receive my money otherwise your casino will close down if the payouts hurt you or you don't want to run a serious casino.
Ich möchte auch noch anmerken das das Interview mit einem Mann war und ich mich als Frau nicht so wohlfühle mit fremden Männern zu reden und das Gespräch war auch auf englisch das ist auch der Grund warum ich bei manchen Fragen nichts wusste ich komme aus Deutschland und kann nicht so gut englisch dementsprechend kann ich auch nicht alle fragen verstehen wenn das interview auf deutsch wäre wäre das besser gewesen. Es gibt Menschen in Deutschland die könne kein Wort englisch sprechen was sollen die denn machen wenn sie ein Videogespräch halten sollen?
Ich wette auch das man auf einer Casinoseite mit Deutscher Lizenz nie ein Videogespräch machen muss aber die ach so seriösen (Curacao Casinos) müssen die Spieleridentität prüfen weil ihnen der Spielerschutz am Herzen liegt...Kappa
Zahlt endlich mein Geld aus ich habe über 10000€ bei Dama N.v eingezahlt und es ist mein gutes Recht als Spielerin mein Geld zu erhalten ansonsten schließt euer Casino wenn euch die Auszahlungen weh tun oder ihr kein Seriöses Casino betreiben wollt.
Hi Luisa12,
We will review the video as soon as we receive it and I will get back to you.
Hi Luisa12,
We will review the video as soon as we receive it and I will get back to you.
Hello CasinoGuru team!
We have sent you the requested video for a check.
Please let us know if you need any additional information.
Best regard,
iLUCKI Casino Team
Hello CasinoGuru team!
We have sent you the requested video for a check.
Please let us know if you need any additional information.
Best regard,
iLUCKI Casino Team
Dear iLUCKI Casino Team,
Thank you, I requested access to the video.
Dear iLUCKI Casino Team,
Thank you, I requested access to the video.
Dear iLUCKI Casino Team,
We reviewed the video and to make a fair decision, we would like to ask you for some additional information. I sent you an email.
Dear iLUCKI Casino Team,
We reviewed the video and to make a fair decision, we would like to ask you for some additional information. I sent you an email.
Hello Casinoguru after seeing your message I wanted to say one more thing the casino initially only wanted 3 documents when they were confirmed I requested a withdrawal which was declined because they say I can only withdraw 2500 a week when I did it (live chat said my profile is fully verified and I can pay out) it was canceled again and this time on the grounds that documents were still missing, when I sent about 10 documents there they suddenly said that I had to have a video call, which I had never done before my life at a casino put 1 and 1 together it doesn't make any sense because why didn't they want the video call right at the start if what's weird about my profile why didn't they want the video call when I won at their sister casino?
Hallo Casinoguru nachdem ich ihre Nachricht gesehen habe wollte ich noch eine Sache sagen das Casino wollte anfangs nur 3 Dokumente als diese bestätigt wurden hatte ich eine Auszahlung beantragt diese wurde abgelehnt weil ich angeblich nur 2500 in der Woche auszahlen kann als ich dies dann tat (Livechat hatte gesagt mein Profil ist vollständig verifiziert und ich darf auszahlen) wurde sie wieder storniert und diesmal mit der Begründung das noch Dokumente fehlen als ich dann ungefähr 10 Dokumente dorthin geschickt habe meinten sie auf einmal das ich ein Videogespräch halten muss was ich vorher noch nie in meinem Leben bei einem Casino hatte wenn man 1 und 1 zusammen zählt mach es überhaupt keinen sinn denn warum wollten sie das Videogespräch nicht direkt am anfang wenn was merkwürdig ist an meinem Profil warum wollten sie das Videogespräch nicht als ich bei ihrem Schwester Casino gewonnen habe?
Hello CasinoGuru team!
We have already sent all the information you've requested last week and we are waiting for your reply.
Please let us know if you need any additional information and we will gladly assist.
Best regards,
iLUCKI Casino team
Hello CasinoGuru team!
We have already sent all the information you've requested last week and we are waiting for your reply.
Please let us know if you need any additional information and we will gladly assist.
Best regards,
iLUCKI Casino team
Dear iLUCKI Casino team,
Could you please send the player's full game history to my email address (peter.m@casino.guru)?
Dear iLUCKI Casino team,
Could you please send the player's full game history to my email address (peter.m@casino.guru)?
Hello CasinoGuru team!
We have sent the required information.
Awaiting your response.
Best regards,
iLUCKI Casino team
Hello CasinoGuru team!
We have sent the required information.
Awaiting your response.
Best regards,
iLUCKI Casino team
Thank you iLUCKI Casino team for all the evidence.
Dear Luisa12,
We thoroughly reviewed all available evidence and discussed it with the team. Even though the decision wasn't easy for us, I'm afraid we won't be able to help you with this one. The casino has some strong arguments and the support of the gaming authority and the third-party mediator. We also reviewed the video and understand why it raised doubts. Unfortunately, your complaint will be rejected. I wish I could be of more help.
Best regards,
Peter
Thank you iLUCKI Casino team for all the evidence.
Dear Luisa12,
We thoroughly reviewed all available evidence and discussed it with the team. Even though the decision wasn't easy for us, I'm afraid we won't be able to help you with this one. The casino has some strong arguments and the support of the gaming authority and the third-party mediator. We also reviewed the video and understand why it raised doubts. Unfortunately, your complaint will be rejected. I wish I could be of more help.
Best regards,
Peter
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