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

On your recommendation I played at the casino I thought like all casinos I played they would accept the scanned photo ID instead they wanted an upload and I am not tech savvy to honor enough to do that goodbye 600$ Thanks Mr. Guru

Ed. B***

Dear edwin,

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 you have given up your winnings because you cannot upload the necessary documents? Why haven't you asked the casino to help you with it?

Thank you in advance for your reply.

Best regards,

Kristina

They tell me to contact live chat believe me they are absolute clueless I emailed a pleato the writerof the email as usual contact live chat

Thank you very much for your reply, edwin. 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.

email deleted

Thank you for your email. I see that the casino asked you to upload some documents. Do I understand correctly that you have provided everything?

upload my photo Id on their link for the following reasons I cannot webcam my c omputer does not have a camera.I have a simple cell p[hone not a smart phone and when I put my photo on the link it is rejected. I did send them a a scanned e-mail which they do not accept. Spoke a customer service rep very nice etc but so far nothing Thanks for trying to get my money but I am not to sure you will succeed

Thank you very much edwin for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Edwin,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lucky Red Casino to join the conversation and participate in the resolution of this complaint.

Dear Lucky Red Casino,

Can you please provide an update on the status of the player's verification, and explain what may be needed in order to complete the process?

Kind regards,

Adam

got an e-mail from Shane saying to call did so but they still insist on my sending id verification using their link which requires upload or webcam which I cannot do. If you send me an e-mail I can attach the leter

Hello edwin,

Please forward any relevant communication to my e-mail address, adam.m@casino.guru.

Could I please ask, is there perhaps a family member or friend that could take the photo for you, maybe with a phone, and then send it to you via email?

Kind regards,

Adam

I have nobody who lives near me. If I could have someone do it for me I would have no issue. I understand your limitations and I appreciate your effort but I am afraid I lost the battle Thanks anyway

Dear edwin,

Thank you for forwarding the email to me. The casino stated in the email that they "have spoken to the cashier who have given us a workaround".

Could I ask you what this workaround was? I am still awaiting a direct response from the casino, so let's allow them some more time to reply.

Kind regards,

Adam

I do not have to send in a selfie

Dear edwin,

I have made contact with the casino via Skype and I am waiting for more information. As such I will extend the timer. In the meantime, please let me know if there are any developments.

Kind regards,

Adam

thanks so much for all you have tried to do I am grateful

Dear edwin,

I am still awaiting a further response from the casino, can I ask if there has been any progress in the meantime?

Kind regards,

Adam

New email send in photo the same way upload etc

Dear edwin,

The casino has stated that they are working with you to resolve this issue, have you been able to get any further with the verification?

Kind regards,

Adam

Hi Edwin,

We sent you a request for an ID to upload which we haven't received back. So we are resending the request to you shortly.

Regards,

The Lucky Red Team

They refunded my deposit I cannot comply with their request I consider the matter closed thanks for your help

Thank you for informing us of the outcome, Edwin.

I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. 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.

Kind regards,

Adam