The player from Finland successfully accumulated winnings of 600€ after using a 200% bonus but faced issues with withdrawal due to complications over identification documents. Despite submitting the required documents multiple times and confirming his address, the casino continued to request additional information, including a confusing number for international bank transfers, which caused ongoing frustration. The Complaints Team extended the investigation period but ultimately had to reject the complaint due to the player's lack of response to requests for further information.
Lucky Legends Casino - Player's withdrawal is delayed due to identification issues.
Amount: €520
Lucky Legends Casino
Safety Index:Below averageSafety Index
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5.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
3 months ago
Translation
I received a 200% bonus and played probably for an entire Sunday. Eventually, I had winnings of 600€ and decided to withdraw them. They asked for the usual identification documents – passport, proof of address, etc. However, the amount that was supposedly coming to me was only 520€, but still winnings nonetheless. I submitted the documents, actually multiple times. I never receive any bills accepted by them since my phone is prepaid, and the electricity bill is managed by the housing company, which then sends individual bills based on usage. This became an ongoing issue, but regardless of the fact that someone there clearly understands Finnish, they couldn't resolve it. Eventually, my landlord agreed to write a new lease in May, and I thought the issues were resolved. But then came some strange number required by my bank for incoming international transfers. At this point, I was getting quite frustrated and pointed out that when the Finnish Tax Administration or the Finnish government sends me official documents, they haven’t needed this number. Even after the address was confirmed, there was still some confusing number that my bank wasn’t familiar with. I was genuinely annoyed and asked, what the hell is next? It’s amusing when 500€ is too large an amount for them to handle. They certainly didn’t like that comment, and I mentioned that it seems no matter what documents I provide, they will always find an excuse, even if it’s an invented number for international bank transfers. I’m not the best at English, but I manage in everyday conversations. I’m not entirely sure what they require, so I took a screenshot of the bank numbers and other necessary details. If someone proficient in English could clarify what they want, that would be helpful...
Automatic translation:
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3 months ago
Dear Wankstrom1,
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 which of your documents have not yet been approved and verified by the casino?
Please forward me all the communication between you and the customer support regarding the issue with the number needed for international bank transfers at veronika.l@casino.guru and we'll look into it. Also, kindly send me all the other evidence (screenshots, emails, chat transcripts) that could be relevant to the investigation of your case.
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
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3 months ago
Translation
- Hi Veronika! After I had sent the new rental agreement, they asked for something like a nine-digit number that all banks have for account transfers from abroad, or that's how I understood it, but it's weird that it was only asked after I had submitted the originally requested papers and I called S-bank and they never heard back from this number. I am sending you the screenshots here if I have understood something even wrong because English is not my mother tongue
Automatic translation:
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3 months ago
Do you have any messages or screenshots explaining the number the casino needs? The screenshots you sent here describe only the verification process, there is nothing about the document you describe. If there are more messages between you and customer support or any other relevant evidence, please forward it to me at veronika.l@casino.guru. Thank you for your patience and cooperation.
