The player from Germany, who had deposited around 20k, faced difficulty with withdrawals. Despite fulfilling the casino's demands by submitting verification multiple times, his attempts were continuously rejected. He believed the casino was systematically refusing to pay out any winnings, even 500€. The complaints team had attempted to investigate the issue and asked for more information from the player, but due to lack of response, they had to reject the case. The team emphasized that the player could reopen this complaint at any time in the future.
Lucky Heroes Casino - Player experiencing withdrawal issues due to repeated document rejection.
Amount: €5,000
Lucky Heroes Casino
Safety Index:Above averageSafety Index
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6.6
Lucky Heroes Casino has a Safety Index of 6.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
Public
8 months ago
Translation
!!!!!!!!!!!!!!!100% SCAM CASINO DO NOT DEPOSIT !!!!!!!!!!!!!!!!!!!!!!
Anyone who deposits here is foolish
I've deposited a total of around 20k and everything works without any problems, but when I want to withdraw, they act as if I am irrelevant and lie to me in live chat, rejecting all documents.
They alter statements and continually demand more documents, documents that become quite personal in nature.
They accept the documents but when you follow up with them asking why you're not yet verified, they reject all documents again.
The operators here are intent on systematically scamming you and have no intention of paying out any winnings.
They even refuse to pay out 500€.
Automatic translation:
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8 months ago
Dear Nhigar,
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 licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise how many days ago you requested a withdrawal and started the account verification?
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,
Petronela
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8 months ago
Dear Nhigar,
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.
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7 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
