HomeComplaintsLucky Days Casino - Player has been asked to provide documents for additional account verification.

Lucky Days Casino - Player has been asked to provide documents for additional account verification.

Amount: Can$299.77

Lucky Days Casino
Safety Index:High
Submitted: 12 Feb 2021 | Resolved : 24 Feb 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 years ago

The player from Canada was prompted to provide additional bank documents for the KYC, even if her account has been verified in the past. The complaint was resolved after the player received his winnings.

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3 years ago

I joined casino August 2020 and have had many withdrawals. I won on Jan 22 almost $400 and they wanted all kinds of verification of deposit. I sent email confirmation. I sent a screenshot of my bank transaction. Not good enough. I sent a bank statement which didn’t show the deposit. Not good enough. I visited my bank and asked if they could print me something. They said not until my new statement came out. So I waited and got my new statement. It is 4 pages. It has my name, account number, address and transaction on it but not on the same page. . I submit both pages. After about twenty emails they STILL will not accept my proof of deposit. I cannot get any other proof. This is all I have. I am so frustrated. I gambled the amount down a bit but these people are terrible. Same answers over and over and it takes them sometimes a week to respond.

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3 years ago

Dear Monica,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently? Lastly, how long ago your account was verified previously?

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

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3 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 years ago

Thank you very much, Monica, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

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3 years ago

I would like to ask Lucky Days Casino to join us and help us resolve the player's issue.

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3 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 years ago

After several more emails (32 in total) Lucky Days closed my account permanently stating I threatened legal action. What I stated was that I made application to a third party (meaning casino Guru). They continued to request information that I was unable to provide such as a bank statement that said GIGADAT My bank statement said interac transfer. Miraculously and without explanation I received my withdrawal on Feb 18. 27 days after requesting it. Thank you for your help. However I would like the reviews to reflect how difficult it was to deal with these people. Unreasonable and they didn’t listen to anything I wrote them. Stressful.

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3 years ago

Dear Monica,

Thank you for letting us know that your money arrived. If you are experiencing issues with a casino feel free to chose among many others on our site. Also please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru

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