The player from Austria encountered issues withdrawing 4000 EUR from the casino, as they requested specific proof of deposit that his bank statement did not provide. He lacked other documents and received no responses to his support inquiries. The issue was resolved after the player forwarded the necessary communication to the Complaints Team, leading to the casino processing the payment. The complaint was marked as 'resolved' in the system.
Lucky Circus Casino - Player's withdrawal is delayed due to document request.
Amount: €4,465
Lucky Circus Casino
Safety Index:HighSafety Index
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8.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
yesterday
Public
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6 days ago
Translation
Hello,
The casino is refusing my withdrawal because they are requesting this document from me:
Your pending withdrawal of 4000 EUR has been canceled.
Personal message from the customer service team: Please upload proof of your deposit using the payment method, clearly showing the following: * Our casino's name * Amount * Account holder's name * Date and time (Rapid transfer 2024-12-07 17:20:06 500 EUR)
However, my bank statement does not include these details for the withdrawal via Rapidtransfer. I do not have any other document for the withdrawal aside from my bank statement. I don't have any control over the text or timing of when Rapidtransfer processes the transaction.
I've received no response to my inquiries in chat and email to support.
Seeking assistance, please.
Thank you, Wolfgang
Automatic translation:
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5 days ago
Dear woland19631,
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.
- Do I understand correctly that verifying the proof of deposit seems to be the only issue?
- Have you provided any other documents to verify your account and have they all been approved?
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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5 days ago
Translation
Hello Kristina,
yes, it's just about the proof of payment.
All other documents have already been approved.
Best regards
wolfgang
Automatic translation:
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2 days ago
Thank you very much for your reply, woland19631. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 days ago
Translation
Hello Kristina,
it's done. The casino has paid.
Nevertheless, thanks for the effort
LG
wolfgang
Automatic translation:
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yesterday
Dear woland19631,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
