The player from Germany had encountered issues with receiving his payment from the online casino. Despite having submitted all necessary verification data, the casino had repeatedly rejected his payout. The Complaints Team had intervened, explaining the importance of the KYC process and extending the complaint resolution timer by 7 days. The player later confirmed that the issue had been resolved. Subsequently, the player had reported another problem with Platin Casino regarding a payout of €2,800. This issue was being addressed in a separate complaint.
Lucky Hunter Casino - Player's withdrawal rejected due to verification issues.
Amount: €1,600
Lucky Hunter Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
They're not paying my money!
They always have an issue with my verification! I've sent all the data, but they still reject the payout
Automatic translation:
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6 months ago
Dear Kwleon,
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.
- 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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6 months ago
Dear Kwleon,
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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6 months ago
Translation
I have a new problem with Platin Casino.
They don't pay out my €2,800 despite verification
Automatic translation:
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6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Kwleon, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
The entire team at Casino.Guru wishes you numerous joys and success throughout the entire year of 2024. May all your dreams come true.
PS: Player has submitted a separate complaint about Platin Casino issue.
