Lucky Red Casino - Player is dissatisfied with the overall casino experience.

they made fun of me 2 weeks. many emails always saying the same thing. I have sent everything they have asked for and they say they do not receive it, they always lie and they have not made my deposit and nobody solves you. they are thieves and liars. they play with your patience and treat you like a fool. they make fun of you with their lies. DON'T GO TO PLAY THERE

Dear Michiden83,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I apologize, but I am not sure I understand your problem correctly. We will contact the casino and ask for their cooperation resolving this situation, but, before we do so, would you be so kind and describe your issue in more detail? Are you trying to send documents to verify your account? Have you made a deposit, but it hasn’t been credited to your casino account?

Please, if there is some communication between you and the casino that could help us move further with your case, do not hesitate to send it to my email address kristina.s@casino.guru. I hope, we will be able to help you to resolve this matter as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I WON $ 900 several weeks ago. They made me check by phone and by mail. and I did it. Then they ask for photos of my credit cards, my driver license and address Bill and I did it AGAIN more than 10 times bu email and they have never deposited to me anything. they just lie and make excuses. I have called and written by email and chat and they do not pay me. it's a mockery

Thank you very much Michiden83 for your reply. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Michiden83,

I'm taking over your complaint. What is the reason why the KYC process hasn't been finished yet? There should be an email from the casino stating what documents or info they need to complete the verification. Could you please forward any relevant conversation to my email address (peter.m@casino.guru)? It may help us to find what the issue is.

Hi Michelle,

Thank you for the email. You attached 4 pictures but they were practically empty, it was just rectangles. Were these supposed to be the pictures you sent to the casino? If the pictures weren't uploaded properly, it could be the reason why the casino stated you didn't send any. Could you please double check if you can view the pictures in your sent emails?

Dear Michelle,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this complaint because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions. The player can reopen this complaint anytime.