Lucky Red Casino - Player’s struggling to complete account verification.

i deposited 120. from my visa. after playing for 2 days i won 305. Now they are charging 25.00 to withdraw which i agreed. then they want picture of front and back of drivers license, which i did. then they wanted other documents comfirming my address. i sent copy of title for my car along with the front and back of my passport. then they wanted a selfie I did that. then it started back and forth. picture wasn't right, forgot the back of license which i didn't. It very clear to me that they are not going to return my money. I am 70 years old but not dumb.

Dear sagbags1,

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.

Could you please advise when exactly you sent the last document? Have you provided all the required documents as soon as possible and in the correct format?

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

the last documents were sent on may 25. they act like they want to help me but keep rejecting and saying things like i sent the front of license and then the back of passport. then the selfie needs to be clearer. then they called my landline to verify residence. I'm looking at what i sent them and everything looks fine. They have a clear picture of my drivers license, front and back, passport, front and back. copy of my car title. the drivers license and the passport have a picture of me. then they called my landline for the verbal verification. only item that might be questionable is the selfie. the computer might not be taking a selfie right. I only use my landline phone and have to let the computer take the selfie. I adopted 2 kids with less verification than this. sure sounds to be like they have this ritual of going back and forth until players give up. I have read other reviews on lucky red casino where other people have an issue with this problem. I understand that some people can have problems with this verification process (especially seniors) but I double checked all the pictures i sent them and they are all clear

images.

Thank you very much for your reply, sagbags1. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Last documents were sent on may 25. I did look up lucky red parent company is club world casino group. It show that all of club world casino's including lucky red that it is illegal for them to accept play from anyone in the the state of arizona. and after reading other complaints from all club world casinos with similar problems that i am having that my chances are very good that i will not receive my winnings. from what i am reading, they have a terrible reputation. thanks ken

We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Has the casino informed you that you won't be paid out?

Moreover, I still haven't received the communication between you and the casino.

No, casino did not say that they are not going to give me the winnings. They did say that I would have to start the whole process over again at a later date.

Which process - verification of your account? It would be really helpful if you forwarded me the communication between you and the casino (my email address is kristina.s@casino.guru). Thank you very much.

they did send me email on june 2 saying that i have passed the verification process . so this does sound promising

but i'll wait a few days and see if they send me the 305. that i won minus their 25. service charge. Not sure if it was your influence or me bugging them at this time. I would like to thank you in advance if this transaction will actually transpire.

Sounds like we are on the right track! Please, keep us updated and let us know if there is anything new.

I did receive courier check via fed ex today for 270.00. I went to deposit it into my checking and was told there will be a 45 day hold on check and a 35. dollar bank fee. thanks for your help. I have to rank this casino a D-. They really make it look like you are the one making mistakes and want you to just play your winnings instead of withdrawing. we can close our correspondence and thanks again.. lesson learned.

Awesome news, sagbags1. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.