Lucky Circus Casino - Player’s winnings are delayed for withdrawal.

They won't let me withdraw my winnings. I have provided them with all the necessary information about the deposit methods and everything else, but one time they say the casino's name doesn't appear in a transaction, another time they say the account holder's name is missing on the transaction statement. Some transactions were made with Apple Pay, with two cards linked to the wallet, including paysafecard and a pre-paid card. You can only withdraw using the same deposit methods, so I'm unable to withdraw (for the first time).

I'm not attaching any files because the emails are endless.

Dear f49kjf44rq,

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Did you deposit money using a payment method that is registered in your name?

Do you have any proof of purchasing the prepaid card?

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,

Dominika

Of course I provided traditional documents for identity verification, bill and then annual extract of the post pay with which I deposited and non-integral extracts of the transactions made with both the post pay and the paysafecard card that I had integrated into the iPhone wallet. Unfortunately, even though there is no possibility of having a partial extract of the transactions that identified identity, I managed to produce documents capable of demonstrating the same but now they insist on a particular transaction made via paysafecard where the name of the casino does not appear but it is evident that it is not in any of the transactions made with the same card, while with the postpay I was able to demonstrate the deposit with the name of the casino. Now they do not approve this transaction. But if I also asked to be able to withdraw with bank transfer by providing proof of ownership of the current account, they still do not give me an answer on the matter. In fact, I asked for the closure of the account since they do not guarantee me any alternative withdrawal possibility in the future. That is, if I use another deposit method.

I played the remaining money and asked for the account to be closed because they kept asking for information about a transaction with Apple Pay in which the name of the casino was not shown because with paysafecard there is only a transaction code without the name of the recipient of the payment. Incorrect policies, however, not encountered in other Casinos where they do the checks seriously.

Dear f49kjf44rq, am I correct in understanding that your casino account has no remaining funds?

Yes, it's like that now

Dear f49kjf44rq, since your casino account has no funds, we cannot assist further. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.