Lincoln Casino - Player’s withdrawal is delayed due to repeated document verification issues.

Casino will not verify my documents and pay my winnings. The pictures they are requesting are crystal clear, high resolution and everything is perfectly legible exactly as they require. I have submitted the requested documents multiple times and they won't accept them. I informed them that after many denied attempts and making a good faith effort to correct the issue my patience was wearing thin and that I would like a refund of my original deposit if I am not able to withdraw my winnings. They would not discuss the refund and said I would be paid once my documents were received and verified. I said I already sent many copies already and if their organization will not discuss why the documents are can't be verified and they will not discuss a refund then that leaves me little choice but to tell the card issuer about it. They asked me what I meant by that and told them I have done similar verification processes at other casinos and never once have I needed to submit my documents as many times as I have. You won't even say what the issue with them is. I'm getting tired of that. I am trying my best to remain cordial and hoping you will do the right thing. If I keep getting nowhere with this my only other option is do a charge back. I won't tolerate being stolen from. They responded by saying they take charge back threats very seriously and that there would be negative consequences to my account as a result. I said it wasn't a threat I'm telling you matter of factly that I don't want to and I am trying to resolve the problem directly with you and have made several attempts to do so. I am required to do that before resorting to performing a charge back and I have. Your continued refusal to cooperate is a valid reason for doing it. You responded by threatening me which, to be frank, that was foolish because im documenting everything it gives validity to everything I have said. I finally got them to tell me what the problem was. They said my selfie holding my driver's license held next to my face was rejected because its too blurry. They required a higher resolution photo where they can not only compare the picture on my driver license side by side with my face, but they also need to be able to read the text on the license and match it with the separate image of the license itself. I told them I would do that. It wasn't easily done but I was able to take a selfie where every letter on the license can be read clear as day. In fact that picture is so clear you count every hair in my 5 o'clock shadow. It was so clear that they actually accepted it but suddenly my property tax bill wasn't good enough as proof of address they need a bank statement or utility bill so I submitted a utility bill. They said that the image is too blurry. I responded by informing them that I was not going to keep tapdancing forever and I would submit each document once more. none of my documents are too blurry to read and none of them are cropped and they are all perfectly legible. To say otherwise means nobody looked at them because anyone that isn't blind would have accepted them.

Unfortunately they have chosen reject them without any specific reasons why. They are making it clear that they meant what they said about how my account "would be negatively affected"

Hello cj103738,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lincoln Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

I last chatted with customer service June 4th, 2024. I have been trying to withdraw since mid May beginning around the 10th. I have sent pictures of the card used in the transaction(F+B), my driver's license (F+B), a selfie where I am holding my driver's license, and a recent utility bill. They had accepted all of them except for the utility bill which they said was too blurry. It definitely wasn't and it wasn't cropped either. I resubmitted all of the documents like I have been doing each time one is being rejected. They simply requested all of them again and they didn't offer any explanation of why. It certainly couldn't be because any of them are too blurry. Yesterday customer services copy and pasted the same thing they always do about what documents they need to very. They have them. I told them to close the account and give me a refund and they said I would be emailed within 24 hrs about the refund. Have not heard anything from anyone about it but the account is closed.

Edit: I have made only one deposit since joining the casino. Deposit was fof 45 dollars and it wasn't connected to any bonus. Its been played several times and isn't withdraw restricted for any reason other than ID verification previously described

Hello cj103738,

Would it be possible to forward the documents which was rejected by the casino to nikolas.b@casino.guru?

Sure. I'll do that. They are sent now

Hello cj103738,

We have received no e-mail from you so far. Please forward it within the next 7 days otherwise the complaint will be rejected.

Sorry about that

I think it worked this time. nikolas.b@casino.guru

Thank you cj103738 for all the information provided. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok thanks. Will Kubo be responding here?

Dear cj103738,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Lincoln Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Lincoln Casino,

Could you kindly provide detailed information about this case? Specifically, I'm interested in understanding why the player's documents were not accepted (even after resubmitting) and the reasons for the delay in processing their withdrawal.

Thank you in advance for your response!

Best Regards,

Kubo

Dear cj103738,

I have been in contact with the casino representative outside of this thread and to proceed with your complaint, I need your permission to share your documents with him for an additional review. This will help us identify the issue and understand the reasons for the non-acceptance of your documents. Please note that all sensitive materials are handled in accordance with our strict confidentiality policy.

Thank you in advance for your reply.

Sure. Im going to email an additional document to you as well. Its a screenshot of my account information. Nearly every line contains a slight error. For example

• My address is off by one number
• The name of my town is spelled with one e instead of two ees
• They my sex listed as Female
• Etc

I find this to be highly suspect because its not like me to be so careless that I misspelled everything except for my own name. I tried at least twice to correct this information and was given the run around same as with the other documents.

I mailed the additional screenshots to jakub.m@casino.guru

It will show

• My phone number is off by one digit
• My street address is off by one digit
• My town is spelled with (1) e instead of (2) ees

It will also show that I attempted to have this information corrected. The chat representative said they would email me about it and they never did. Instructions for editing that information have a link taking you directly to live chat. I tried everything I could. I've never had this kind of problems with any other casino.

You have my permission to discuss and share any documents you have with the casino

Thank you for your help with this matter.

Dear cj103738,

The casino representative asked me outside of the thread if I could request your working phone number so their team can reach out to you directly and proceed with your issue. Could you please provide your current working phone number either here in the thread (it will be hidden from the public) or by sending it to me via email?

They have not reached out to me by phone. However, upon review of my transactions today, it appears that they did refund the original purchase amount and for that I am grateful. Does that mean my winnings are being denied then?

Dear cj103738,

The casino representative informed me that the risk team has tried to reach you at the phone number you provided. However, all attempts have been unsuccessful, as the calls are being disconnected without ringing and sent to a generic voicemail. Could you please confirm if the phone number you provided is correct? I was also informed that you haven't responded to any of the emails sent to you by the casino support team since May 13th. Is there a reason for this? Are you aware of these emails?

I am not aware of any emails or phone calls. The phone number provided is correct.

Dear cj103738,

Could you please check your email again, including your spam folder?

To clarify, you have been refunded the original deposit amount of $45, correct? The issue with your winnings being frozen in your locked account is due to your explicit request to close the account. Typically, casinos take such requests seriously to comply with responsible gambling guidelines etc. However, in your case, the casino is willing to cooperate, but reaching you has been difficult so far.

As mentioned earlier, please check your email for any communication from the casino and let me know what you find.

Thank you.

Well is there any alternative method they can connect because they haven't emailed me or called. Perhaps they could me leave a voicemail identifying themselves and providing me with a callback number? I'm unsure what they need to communicate with me directly.

Dear cj103738,

I find this entire situation quite unusual. Firstly, I don't understand your apparent lack of interest in resolving this complaint. The casino has been, and still is, willing to cooperate with you to resolve this issue, but you have not responded to emails or answered phone calls. The casino has provided evidence that they have attempted to contact you multiple times, all without a response from you.

According to the casino, the only thing you need to do to withdraw your funds is to complete the verification process, which requires your active participation.

For the reasons mentioned above, I am forced to reject this complaint as unjustified since the only existing obstacle is your failure to meet the casino's verification requirements. The KYC process is a fundamental procedure for the casino, based on legal and licensing requirements, and the casino has every right to request proof of identity from the players it provides its services to. The involvement of Casino Guru as a mediator in this dispute is no longer necessary. I recommend contacting the casino's customer support to explain your problem. As I mentioned before, the casino is waiting for your response and is willing to assist you.

Thank you for your understanding.

Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

Best Regards,

Kubo

Hello everyone,

We have reopened this complaint at the request of cj103738 to give this case another opportunity for resolution and to assist both parties in reaching a satisfactory outcome.

The player has provided evidence showing that he has contacted the casino's customer support and resubmitted the necessary verification documents.

I kindly ask Lincoln Casino to respond to this situation and advise on the next steps required to ensure the player receives his rightful winnings.

Thank you in advance for your cooperation.

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 cj103738,

I apologize for the delayed response.

I wanted to update you on the status of your complaint. After speaking with a representative from Lincoln Casino outside of this thread, I was informed that the proof of address you submitted did not meet the casino's standards. They requested that you resend the appropriate document, but it appears that this has not yet been done.

Please remember that the Know Your Customer (KYC) procedure is crucial for casinos, as they are legally required to verify the identity, age, location, and source of funds of their users. It's important to note that the casino's willingness to wait for your document submission is a significant act of goodwill. Typically, online casinos impose a strict timeframe for completing the KYC process. If players fail to comply, their accounts are often closed, and balances are voided.

The casino's Risk Department still insists on having a conversation with you. Verification calls are standard practice in the industry and are used to confirm a player's identity by asking a few questions related to their account and personal data. However, it seems that you have been reluctant to participate in this call.

At this point, I advise you to reach out to the casino's customer support via their live chat, ask to speak with a supervisor, and explain your situation. Please take screenshots of the conversation and send them to me at jakub.m@casino.guru.

Thank you.

Dear Kubo,

Thank you for reaching out. I have been looking for emails from them and haven't gotten any. I had no idea they were attempting to call me. Thanks for bringing me up to speed. I'm glad somebody is being transparent throughout this process. I'll be sure to document all contact with the casino and forward evidence of those communications to you ASAP. I will be sure to provide the casino with a proof of address that is acceptable for them.

Until then,

C**** J****

Dear cj103738,

Have there been any recent developments in your case? Have you been able to submit suitable proof of address to the casino? Additionally, has there been any communication between you and the casino since we last spoke?

Dear cj103738,

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 cj103738,

I wanted to inform you that since Kubo, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Kubo possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted.

Thank you for your understanding and continued patience.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo