Lucky Duck Casino - Player's withdrawal and account blocked for KYC verification.

Hello!

Made a deposit on the Lucky Duck casino site 5,000 RUB, won 280,000 RUB, made a withdrawal

As a result, the withdrawal was canceled and the account was blocked until KYC verification was completed. I sent the data requested for KYC verification, but it was rejected due to the provision of incorrect data, although the data is completely correct. At the moment, the support employee very rarely reads messages when online, although previously they read and responded very quickly. The casino threatens my family and friends after I've created complains on different casino forums, and accuses me of something I didn’t do, specifically so as not to withdraw my funds. The casino rules state that I can withdraw the remaining funds after closing my account, but they ignore me for this request. Please help me with withdrawal of funds. 🙏

Account ID: 9bea20b9-96d7-4988-aea6-79f60418c2c1

Hello olgachu1970,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Duck Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents did you forward to the casino? Was all the documents owned by you? Can you please forward the data you registered with and the documents you provided to the casino (send it to nikolas.b@casino.guru) When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello!

I have sent you the information over the email.

It was ongoing on May 3, I've forwarded them my passport, selfie with passport, selfie with paper including verification code, signature and date on it. Yes, all documents are mine. I am sending them messages every day asking to withdraw my money and I'm being ignored

Hello olgachu1970,

Would it be possible to clarify what did the casino mean by the "VK" - what did they find incorrect there?

VK - social network in Russia. I used to sign up with VK and there was completely different name on the VK account, but it works as a nickname and should be making no sense. Maybe, for them it does, but I have completed KYC verification.

Hello olgachu1970,

Can you please advise what name is stated on the VK account and what name is stated on the documents provided to the casino?

Name on the VK account is Pavel Pod****, and the name that is on documents is Olga Chul*****

Hello olgachu1970,

So the VK does not belong to you? I doubt that it is just a nickname as they are 2 completely different names.

VK account belongs to me, but name has nothing to do with reality

Hello olgachu1970,

Unfortunately, in this case the casino has right to refuse the verification process. Even if you register into a casino through a 3rd party (Facebook, google or other social media) the name should be the same as it serves as an identification of the player. It is also suspicious why would somebody use such a completely different name not even the same gender.

We will be now forced to reject the complaint for the above stated reason.

Best regards,

Nick