The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The issue was resolved after the player provided the necessary documents for verification, which had initially been rejected multiple times. Following persistent communication, the casino accepted the player's bank statement, verified the account, and allowed the player to withdraw their winnings. The player confirmed receipt of the funds and expressed gratitude for the support received.
Lucky Hunter Casino - Player’s withdrawal has been delayed.
Amount: €400
Lucky Hunter Casino
Safety Index:HighSafety Index
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8.1
Lucky Hunter Casino has a Safety Index of 8.1, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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3 months ago
Translation
Hello,
I've been playing at LuckyHunter Casino for a few months now. Some time ago, I got lucky and won €1000. I wanted to withdraw €400 of that.
Deposits/withdrawals via Litecoin.
They requested many documents and kept rejecting them.
I provided the casino with the following documents:
- ID front/back
- Selfie
- Bank statement with address - transactions redacted
- Bank statement with address - transactions visible
- Screenshot of wallet transactions
Now, the previously approved bank statement has been rejected and they're asking for a utility bill (which I don't have)!
Can CasinoGuru assist me with this case?
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3 months ago
Dear guruflu,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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3 months ago
Dear guruflu,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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3 months ago
Translation
Hello, I haven't received any money yet! Every document is rejected... if I upload a bank statement it is rejected and an invoice is requested, if I upload an invoice in my name it is rejected and an invoice is requested!
I have already given up hope.
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3 months ago
Dear guruflu,
Please forward the communication between you and Lucky Hunter Casino to nikolas.b@casino.guru before we would try to get in touch with them.
Looking forward to your response.
Regards,
Nick
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3 months ago
Translation
OK, should I forward every single email?
greeting
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2 months ago
Dear guruflu,
Please forward only the most important ones (no duplicates or e-mail not fully related to the matter).
Send especially the ones where the casino refuses a specific document and their reasoning for rejecting them.
Awaiting your response.
Regards,
Nick
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2 months ago
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Hello, I have already forwarded all emails. There was no reason given for rejected documents!
When I upload an invoice, it is rejected and another document is requested without any explanation. I wrote to support and they do the same thing... no questions etc. are answered!
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2 months ago
Thank you guruflu for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 months ago
Hi guruflu,
I've reviewed your case and I'm sorry to hear about the issues you're facing with verification. I will assist you by reaching out to the casino. We'll see what can be done once they respond.
Dear Lucky Hunter Casino, I invite you to join this discussion and help resolve the player's complaint. Could you please provide additional details regarding this case? Specifically, please clarify whether the player is solely required to verify their address and why the bank statement was not accepted as proof.
I look forward to your response. If you have any supporting documents, feel free to email them to me at natalia.b@casino.guru.
Best regards,
Natalia
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2 months ago
Hello,
Thank you for bringing this matter to our attention. We would like to clarify that the only document currently missing for the player's verification is proof of address. Unfortunately, the previously submitted bank statement could not be accepted as it was edited, which does not meet our strict requirements for document authenticity and format.
To proceed, we kindly ask the player to provide an unedited version of their bank statement or another acceptable document that verifies their address. Acceptable documents include bank statements (excluding those from neobanks), utility bills, or documents issued by government institutions and organizations.
We are committed to resolving this issue promptly and ensuring a smooth verification process. We appreciate your understanding and cooperation in this matter.
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2 months ago
Translation
Hello,
your response is the casino's first reaction to my withdrawal/verification issues!
So far, despite repeated inquiries, there has been no response at all! I can publish copies of the emails to their support here!?
So far only the front and back of my ID card have been approved/verified, all other documents have not!
You have received the following documents from me to confirm your address;
- ID card front/back
- Selfie with ID in hand
- Bank statement of my current account (original in PDF format) with blacked out transactions,
Address data/account and bank details visible! The sales account numbers of business partners
etc. I have to black out for data protection reasons! Was never a problem in other online casinos
….
- Solarisbank account statement (original) with all transactions visible
- Amazon Prime invoice (original) with all address details
All this is not enough to confirm my address?
I have repeatedly informed them that there is no electricity or gas bill in my name.
(multigenerational household)
So, here's the question for you again! Which document can/must I use to confirm my address?
Would my car insurance bill be sufficient?
greeting
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2 months ago
Thank you for your response, Lucky Hunter Casino. Could you clarify why the Solarisbank bank statement was not accepted? Was it edited as well?
Dear guruflu, regrettably, if you obscure any transactions in the document and save it, the file's metadata will show that the document has been modified. While some casinos may allow hiding certain sensitive information, they typically do not accept edited documents for verification as they cannot be sure what information was hidden/modified. That's why the original PDFs downloaded directly from your bank are required.
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2 months ago
Hello,
Yes, we did not accept the Solarisbank statement as it appears to have been edited. Specifically, the PDF document does not allow text highlighting and seems to consist of screenshots rather than an original digital statement.
We kindly ask the player to provide an unaltered original bank statement or an official proof of address issued by a governmental institution.
Thank you for your understanding, and we look forward to a prompt resolution of this matter.
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2 months ago
Translation
Hello,
The answers show that the player is not taken into account at all, no questions are answered and there are only standard answers.
The bank statement is an original, I can also send you bank statements from other months, they all look like this! I get them by email if you want and nothing is processed!
Proof of address from a government institution? This is my ID card and you already have it!?
Why do you doubt the accuracy of my data? Why would I falsify any address information? How does my address get on my ID card?
I don't see any willingness on LuckyHunter's part to help the customer! To me, this is pure harassment!
greeting
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2 months ago
Dear guruflu,
Could you please send me the documents you provided for verification to the casino? We would like to review them independently. You can send the files to my email address at natalia.b@casino.guru.
Please rest assured that your documentation will be used solely for our internal evaluation and will remain confidential.
Thank you for your cooperation.
Best regards,
Natalia
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2 months ago
Translation
Hello,
We're still going around in circles, I uploaded a bill from my car insurance and this was also rejected... I'm supposed to upload an electricity or gas bill please!!?? That can't be right, LuckyHunter isn't addressing my problem at all and isn't making any effort to solve this problem.
greeting
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1 month ago
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Can at least one CasinoGuru employee answer or react in some other way?
LuckyHunter is not paying out! I have now uploaded a complete, unprocessed bank statement with all transactions etc. ... and what is the response from Lucky Hunter? Please upload a power bill in PDF format!? The casino employee wrote here that only an unprocessed bank statement is missing!?
The support and chat are not responding! What should I do? Why is CasinoGuru no longer responding?
greeting
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1 month ago
Dear guruflu, please note that we have established timers for each involved party and endeavor to respond within the designated timeframe. While we cannot answer all messages instantly, as we are not a live chat, we make every effort to reply as quickly as possible. I apologize for any delays and appreciate your understanding.
Please confirm whether the bank statements were rejected again. Did the casino request that you upload a utility bill right after you submitted the bank statements in the correct format? Have they indicated which specific bill they need? Typically, it could be for electricity, gas, or water. Can you provide them with one of those documents?
Dear Lucky Hunter Casino, please, specify if the recent bank statements provided by the player were accepted or not and why.
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1 month ago
Translation
Thanks for the reply.
The casino representative wrote the following in his comment:
"To proceed, we ask the player to provide an unedited version of their bank statement or other acceptable document to confirm their address."
I have now submitted the original bank statement in which the transactions were blacked out! So everything should be OK now!?
This bank statement was immediately rejected and an electricity bill was requested??? I have already pointed out to the casino and here in the complaint several times that there is no electricity/gas bill in my name, which is why the bank statement was requested!!
I think LuckyHunter uses some automated responses.
Since opening this complaint, the casino has not been reachable via chat or support, so I have been blocked by the casino.
greeting
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1 month ago
We apologize for the delay in completing your verification process and any inconvenience this may have caused. We are pleased to inform you that the bank statement has been accepted, and your account has been successfully verified. You can now proceed with requesting a withdrawal.
We appreciate your understanding and cooperation throughout this process and remain committed to ensuring the swift resolution of your issue. If needed, please reach out to our support team for assistance.
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1 month ago
Translation
Hello, I received my money! Thank you for your support.
greeting
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1 month ago
Dear guruflu,
Thank you for sharing this good news! I'm glad to hear that your issue has been finally resolved, therefore I'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 contact our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services or accept 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,
Natalia
Casino.Guru
