Lucky Days Casino - Player's withdrawal has been rejected and account access lost.

I am already a verified member but after my withdrawal request for $500 please note the deposit form was through e-transfer they requested for verification documents . I told them that CIBC debt visa do not have names on them so they requested other documents wich I have submitted I even upon there request as a final documentation gave them a pdf copy of my April bank statement . After I gave them this they then said my withdrawal was rejected for failure to provide information . However if that’s not bad enough I take breaks from the casino when I do withdrawls so I do not have the ability to go and reverse ny withdrawal but now I can’t even do another withdrawal request because I don’t even have access to my account and I provided them with more then asked for or required documentation wich there requests were more then a bit over the top unnecessary my case file for this transaction is request 1553973 attached is just a few of the items I provided them wich I do not give anyone permission too use for third party providers or businesses I give permission for these to be used only in relation to this complaint thank you Thad mertick

Dear goldenenergy,

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 payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear goldenenergy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello while on a break and after going through an extensive and invasive process for re verification (I was already verified till this withdrawal) and asking me for impossible proof .. finally I had to submit my entire months banking statement and several other documents the statement I submitted upon there request after the few days of relentless submissions of private personal banking documents

Luckyday then cancelled my withdrawal for KYC reasons then literally 10 seconds later verified me .. I can only assume it is a method to slow my withdrawal down further till my break was over

Now they just don’t respond to my multiple emails asking for my withdrawal and are holding my money ransom while I am on a responsible gaming break my only guess is that they are doing this so once it he break is over I will gamble away the withdrawal wich defeats the purpose of the break and seems unethical at the very least … I’m let me say this again to luckyday ….

please I just want my $500!withdrawl processed that’s in my account to my verified email asap please

Hi goldenenergy,

• Could you please advise when exactly the withdrawal was requested?
• Were your winnings accumulated with or without an active bonus?

Thank you.

June 17th 1552511

now going on two weeks no bonus you guys know who I am and are just delaying more TIME

FOR ALL VIEWER’S OF THIS COMPLIANT WATCH THEY WILL DRAG THIS ON FOR ONE MONTH WHEN MY RESPONSIBLE GAMING BREAK EXPIRES SO THAT I HAVE TO LOG IN AND DO THE EITHDRAWL AGAIN IN HOPES I WILL GAMBLE IT AWAY . UNETHICAL BUSINESS PRACTICE

JUNE 17

Your request (1552511) has been received and is being reviewed by our support staff.

To add additional comments, reply to this email

an email of verification of my account

Elina (LuckyDays) 

19 Jun 2024, 07:27 UTC 

Hello Thad,

Thank you for sending in the requested documents. 

They have now been approved which means your account is verified.

 George (LuckyDays) 

19 Jun 2024, 06:50 UTC 

Hello Thad,

Your withdrawal has been rejected and credited back to your casino account because you failed to provide us the following documents to verify your casino account:

…

If you have any other questions don't hesitate to get back in touch.

Best Regards

Ellen

Customer Support

 Notice the time within 30 min they cancel my withdrawl then verify me it has been 2 days that I am submitting documents but because I’m on responsible gaming break they kick it back and now won’t respond won’t even let me access the live chat on there website

According to your website

When do I get my money?

Bank account: 10 min - 3 working days (depending on your bank)

Debit/credit card: 1 - 5 working days

E-wallets: Instantly

Best Regards,

LuckyDays

lies

Thank you very much, goldenenergy, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 in the near future.  

Hello goldenenergy,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Lucky Days Casino representative to join this conversation and participate in resolving this complaint.

Dear Lucky Days Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

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.

Hello luckyday finally paid me out it was as difficult as pulling teeth . There transaction and methods seem shady to me to say the least .. and felt planned in order to manipulate verification regulations to supersede the responsible gaming commitments set in place by the player me in hopes of me gambling my winnings away .. thank you casino guru for all your help with this case I feel if it was not for your pressure I would still be waiting on my withdrawl .

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, goldenenergy, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Stefan, Casino.Guru