Lucky Legends Casino - Player faces KYC verification issues while cashing out.

I tryed to cash out but it wouldn’t let saying that’s I needed to verify my kyc identity but kyc is not working for I need help please

Dear thompsonl033, 

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. 

Could you please specify what you mean by saying that KYC is not working? Is there any problem with your casino profile?

Could you kindly advise if you provided any of your identity documents for verification?

When was the last time you communicated with customer support regarding your problem with KYC?

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, 

Veronika

Yes I provided some thing my ID and my selfie but the selfie didn’t work they say.

Can someone here help me?

If I can’t use kyc how do I get my money I been depositing money on the app and you u telling me I can’t withdraw?

Do I understand correctly that your selfie was rejected by the casino? When uploading a photograph for verification purposes, please remember the following rules:

• The photo should be clear and of high quality.
• The document's information should be clearly visible.
• Your face should be fully visible and not covered by the document.

Dear thompsonl033,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.