The player from Germany couldn't provide the required document, so the casino confiscated his balance. The casino ignored our attempts to contact them so we were forced to close the case as "unresolved".
A deposit was made at this casino via Apple Pay. A win of €260 should be paid out. After several days, proof of my paysafecard e-wallet was requested, showing the last deposit, my customer number and my name (such proof cannot be provided because the e-wallet under the heading "Transactions" only shows the customer number and never the name of the account holder is also displayed).
The money was not paid out and is no longer in my player account.
Dear fabianrigsinger,
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.
Do I understand correctly that verifying your Paysafe account seems to be the only obstacle standing between you and your winnings? Have you provided any other documents to verify your identity?
Also, have you been informed by the casino that the missing document is the reason why your balance disappeared?
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,
Kristina
Yes, Paysafe account verification is the only obstacle. My player account is verified. I have attached the information about the missing document from the casino to you
Thank you for your reply, fabianrigsinger. Is there any other relevant communication between you and the casino that would help us in this case? If yes, please forward it to kristina.s@casino.guru.
After contacting the live chat again, I was told that I had to open my paysafecard wallet via Google Chrome, the transaction, my name and the customer number would be displayed here. That's not correct either. According to paysafecard, there is no page on which the desired information is together
Thank you very much fabianrigsinger for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Hi fabianrigsinger,
I've just reviewed your case and fully understand your concerns about the problem with the payment method verification. I'll try my best to help you by contacting the casino.
I'd like to invite a representative from Lord Lucky Casino to join this conversation and participate in the resolution of the complaint. Could you please share more information regarding the player's complaint from your side? Can you please confirm that the player has uploaded a screenshot from his Paysafecard e-wallet but it hasn't met your requirements? Are you sure that demanded format of the documents can be obtained since the player informed us that it's impossible to do in his account?
Thank you in advance for your cooperation in the case.
Regards,
Natalia
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’.
Hi fabianrigsinger,
Since there's been no reply from the casino regarding your case, we cannot continue resolving this complaint and, as per our policy, we are forced to close it as ‘unresolved’.
I am sorry I couldn't help more, but at least closing this complaint as unresolved will make a negative impact on the casino's rating and other players will learn about your experience in our review.
I hope you won't come across a problem like this again.
Regards,
Natalia