Lucky Legends Casino - Player's withdrawal denied due to verification issues.

They would not give me my money because I couldn’t come up with a utility bill, I live with my boyfriend no bills are in my name but my license is and they deleted the transaction in my account, but they didn’t close down my account and send me promos still

Dear singleagain666,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your home address seems to be the problem here? Have you provided any other documents to verify your identity and have they all been approved?

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,

Kristina

No verifying my address is not a problem. I have a passport and my license is under the address which I submitted and then they turned around and said they needed our utility bill so I gave them a garbage bill. They said they needed a different kind of utility bill like water.

Thank you very much for your reply, singleagain666. Please note that utility bills are usually required to verify the home address.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I didn’t save our chats but the casino must right

Could you please clarify the dispute value of $100?

Yes 100$

Please note I want to know why you set this specific value. Did the casino confiscate it? Or you cannot withdraw this amount?

Dear singleagain666,

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.

Confiscated it

Did the casino specify any reason for confiscating your winnings?

No, either they just didn’t pay it out because I couldn’t come up with a utility bill at my home this is happened like three separate times to me with these RG casinos

Thank you very much, singleagain666, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello singleagain666,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Lucky Legends Casino representative to join this conversation and participate in resolving this complaint.

Dear Lucky Legends Casino,

Could you state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Thanks

Greetings all,

We have reviewed the situation and there has been no requested withdrawal in the player account provided (username and registered email address), only multiple consecutive free chips not resulting in a win. We do see other accounts for the same player (and an additional player) under the same physical address however the terms and conditions of the casino state that only one account is allowed per player or household. The secondary account has been closed and the account for the second individual is only active pending review of the player's documents and other proofs and will only be kept open at the casino's discretion once the necessary documentation has been provided. Unfortunately in this case we will not be able to be of assistance.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Lucky Legends

Hello singleagain666,

Did you manage to provide the casino with the necessary documents?

I'll be awaiting your reply.

Provided them with everything, but I still do not have the right utility in my name because I live with somebody

Dear Lucky Legends Casino,

Are there any other options to provide than a utility bill?

I'll be awaiting your reply.

Greetings all,

Once again the account in question with the credentials provided here has no requested withdrawals nor playable funds, there have been no submitted documents for this account nor account activity aside from multiple consecutive free chips played. The account would not be eligible for withdrawal of any kind until after a cash deposit/play session. If there are queries regarding documents for the other individual living at the same physical address they will need to be requested by this individual personally and can most likely be resolved through our service department.

Best wishes,

Lucky Legends

Dear singleagain666,

Could you confirm that your current balance is 0$?

Would you still like to verify your account?

I'll be awaiting your reply.

Dear singleagain666,

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.