Lucky Legends Casino - Player’s withdrawal is delayed due to address verification.

I have over $1400 ready to redeem but I am stuck in the address verification process. I have prepay electricity account so I do not get a monthly bill. My home is all electric and I do not have any other utility besides electricity. I went to my electric company to have them print out proof of residency. It shows my full name, my mailing and physical address, that my account is active and that it is a prepay account. Lucky Legends would not accept it. My license has my address on it but it was used for identity verification and I do not have anything else I could use for identity. I tried my tax return, which was completed March 30th, within 3 months and it was rejected as well. I tried emailing the KYC people like it said but the email was rejected because their mailbox was full. I have also tried with the "contact us" tab within the casino game but have gotten no response.

Dear angelapemberton2613,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to ensure I understand your situation completely.

Could you please confirm if all your other identity documents, except for your proof of residence, have been approved in the verification process?

Could you kindly specify when exactly you provided your proof of residency issued by your electric company to the casino? Do I understand correctly that it was rejected by the KYC department?

Have you contacted customer support via chat or other communication channels regarding the problem with your verification? What was their suggestion?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you, Veronica. Yes, my drivers license and selfie were accepted when I first downloaded the game a few weeks ago. And I actually was able to make a few withdrawals from winning. Then I had gotten a few good hits on the slots and when I tried to withdraw it triggered the note saying that I had to do the kyc verification for my address before I could redeem anything. Last Friday, June 14th was when the statement from my electric company was rejected. I’m not sure if it was the casino game or the kyc department that rejected it. I have tried contacting their customer support, there has been no response from them. Thank you so much for looking into this for me.

They finally responded to my post to them. They reset the entire kyc verification process and when I did everything again the proof of residency that my electric company had given me was accepted. Had my winnings within 24 hours!! Thank you so much for looking into this for me!

Dear angelapemberton2613,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Veronika

Casino.Guru