The player from Germany claims that the casino has unfairly flagged his verification documents as fake or expired. He is demanding an immediate return of his deposit.
Hello,
I deposited as required, and uploaded all documents. Suddenly, there's an issue with my driver's license. Allegedly, it has expired, which cannot be accurate as they don't expire. Then there's my passport. Everything's correct but I was told it's a "fake" document, which is absolutely not true.
I demand my money back immediately or I will get a lawyer!
Thank you.
Dear francescofa229,
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.
Could you please forward me the documents that were rejected by the casino? My email address is veronika.l@casino.guru.
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
Hello and thanks for the quick reply.
After I complained in live chat, the casino resolved the issue and I have now been successfully verified.
Therefore, this case is closed.
Thank you.
Lg
Francesco
Hello,
Actually, everything was clear, the casino first successfully verified me and then confirmed the payout.
But after my inquiry today in the live chat, I was informed that I was apparently not eligible for the welcome chip and that I was playing from a "restricted country".
All of a sudden??! First they approved everything for me and it was successfully verified (even though I'm clearly from Germany).
I fulfilled all requirements, met all wagering requirements, and even made a deposit because this was necessary to withdraw my winnings.
I will also attach all screenshots here.
Thanks.
I have checked the Terms and Conditions of Lucky Legends Casino, and this is what I found:
Country Based Restrictions
Please follow this link here to ensure your eligibility based on your country of residence and learn about potential restrictions. Your location can impact your access, bonus usage, free chip redemption, and deposit methods. Please review the details carefully and contact us directly if you need to check your account status.
For Germany, the restrictions are as follows:
It seems that players from Germany are allowed to register, deposit and play, but they are not allowed to cashout from free welcome bonuses.
Could you please advise if your entire account has been blocked, or only your winnings from the no-deposit bonus have been rejected for withdrawals?
Hello,
no, I was just refused payment.
But they could have told me this beforehand, instead of giving me the opportunity and also asking for my documents. In addition, I made a deposit of €30 and this also disappeared.
I just think it's pretty unfair that they first offered me the $250 free chip (even though they already knew that I was from Germany), made me go to the trouble of wagering a total of $7500, and then told me afterwards that I wasn't entitled to the money.
I demand at least a small compensation for this.
Thank you.