Luck Casino UK - Player is struggling to complete account verification.

 signed up to luck.com over two weeks ago deposited about 8 times played yesterday won now won't let me withdraw due to no valid passport they said they cannot find me on database which is odd as I've gambled for years never had this problem I lived at my property 27 years I have sent photos of bank card front and back bank statement council tax X2 water rates bill, dwp benefits letter government, rent account statement medical card and expired passport still not enough they said, on government gambling commissioner website it says these checks should be done upon any deposit made not on a withdrawal not once have they asked me for ID at all only when I wanted to withdraw, 

Dear Traceygoodman108,

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?

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

I've been certified by KYC before from another company about over a year ago they only asked me for ID on a withdrawal, I registered over two weeks ago deposited 8 times not one person asked me for ID till I won, I've sent them council tax bills x 2 water rates bill bank statement bank card rent statement dwp benefits letter expired passport and medical card still won't except it

I've gambled for years lived at my property 27 years says cannot be found which is a lie and KYC have certified before with another casino so I should be listed with

Thank you very much, Traceygoodman108, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 Traceygoodman108,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Luck.com Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

They have told me to buy a passport to be able to withdraw, so spend £100 for a passport I will never use my winning are only £163.00 and like I have told them gambling commissioner does state any depsits should be vertifed before this as not upon a withdrawal I opened my account about 2-3 weeks deposited about 6-7 times two weeks later won and only on a withdrawal asked for ID if this is ok for them to do this why does gambling commissioner say cannot upon a withdrawal had over two weeks to ask me for this or do it before a deposit like gambling commissioner says

I have sent email, there terms and conditions say if any one cannot be found on database no depsits can be made I made eight dint stop me or any time ask me only on a withdrawal they won't let me withdraw cannot find me on data base which is a lie it also does not say to be certified by KYC they don't want to payout but can take my money

It says luck.com has 4 days to reply what if they don't I have proof of them telling me get passport and cannot be found on database that's why won't payout

They also told me £65 in depsits that's also a lie £90 in total proof on my account and online banking

this is there terms and conditions

You have give them four stars good reputation why ? Worst ever bad customer service and management, tells lies and breeched there terms and conditions

Dear Traceygoodman108,

I understand your frustration. However, if the casino decides not to react, there is not much that can be achieved.

Also, unresolved complaints will affect the casino's rating, which might help to change its approach.

Hopefully, this one is not going to end as unresolved.

Kind regards,

Tomas

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.

Online gambling company's should stop letting players deposit if cannot be found on database, then ask for photo ID, etc only allow players fully certified to deposit like gambling commissioner states, not on a withdrawal, I am on a database, was allowed to deposit many times not once asked for all this ID, when an online casinos breeches this something should be done too many people are being ripped off with casinos, not paying out it's wrong, but the gambling commissioner sets these rules but nothing done at all when online casinos breeches them, I am being told I cannot be found on a data base which is 100% lie, so LUCK.COM casino allowing me to deposit several times means I am on database and certified, at anytime they can ask for Futher ID which hasn't been asked for even though sent so much ID passport expire refusing me my withdrawal and telling me if I complain again they will take all my winnings. The law is the law but gambling company's don't listen breech them and yet nothing is done to the company's so wrong thousand of people totally being ripped of by this

All you gambling company's don't let people deposit till fully can verify there ID, like you are told, not on a withdrawal most company's do and have the soft ware to do this, instead of taking players winnings and depsits. Does not matter how long this might take untill a player can deposit it's better than getting ripped off

Dear Traceygoodman108,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the IBAS – an alternative dispute resolution service (http://www.ibas-uk.com/consumers/how-to-raise-a-dispute/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the UKGC Gaming Authority itself (https://www.gamblingcommission.gov.uk/public-and-players/guide/page/how-to-complain).

Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas