Lucky Red Casino - Player's withdrawal request being denied over security code.

I did my verification process yesterday before I made my deposit. When it was clear I deposited and won. I put in for a withdrawal and sent an email stating that they could not read my information so I resent the exact picture last night & front of the card used. They were able to read it except they are insisting on having a copy of the back of my card with my security code. I notified my bank and they told me to not give that. The front of the card was all that was needed. I just spoke with a customer service representative who informed me if I didn’t provide my security code that I would not be paid. This is stealing from me. If they aren’t going to pay for a service that I paid for I am disputing my deposit amount because I didn’t get what I paid for and it will be turned over to the fraud department. I play a lot of casinos and never have I been required to send a copy of my security code. Hopefully you can help resolve this issue.

Hello Cmathis24,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Red Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I spoke to customer service on this past Thursday before I deposited. I was advised to verify my account so I would have everything completed. I sent my Id, the front of the card I used to deposit and my selfie. I was assured everything was fine. I made my deposit and I wanted to withdraw my $589 winnings. I called Friday and was told that the documents were not clear and they needed the back of the card with the security number. I resent the documents except my security code. I play on line casinos and have never been asked for my security code: I called my bank and they told me do not send the security code because it wasn’t needed to deposit on my card. I made another call and was told unless I gave the security code I would not be paid. This was Friday. I have emails complaining that I started sending for a paper trail but I had to call to receive an answer. I was told again that unless I sent the security code I would not be paid: I said that I was not sending that. I ask for the courier since I would be paying $25 to receive my money and was refused and told I had to send the security code. I told them I had had done everything ask of me: they had no problem taking my money and if they were going to steal my winnings that I would dispute the charges and turn it over to fraud since I had paid for a service that I didn’t get. The fraud department is watching my account now. I called again today and was told the exact same thing that I had to send my security numbers in and I said no; and was told that I "didn’t want to go there". I stated I had no problem "going there" and would continue complaining until someone took me serious and it didn’t take 5~7 days to deposit my winning because it would be instant just as my deposit was taken instantly, and I felt I was being scammed. I hung up on the rude man and that’s the last contact I have had with the casino. No business has ever demanded my security code: there is absolutely no logical reason to withhold my winnings for 5-7 days or demand my security code. I have only been in contact with this department since I was told today that I didn’t want to go there. I did everything required, have the emails, and screenshot of what I am owed. I just want what I won. I play daily on other sites and NEVER been charged $25 to receive my money or NEVER ask for my security code and was paid out instantly. I am just wanting what I won; and will never use this site again. I am prepared to keep moving forward until I get my money. Thank you again for your response and if anything is needed from me except the security code please let me know. I just want to move on from this nightmare.

I have submitted the request information

I tried to submit the emails but it exceeded the limit

I was given 6 hours to respond for the information that you requested. I had the information to you in plenty of time.

This has been going on for 3.5 days. I have provided you with documents that back up everything I complained about.

I don’t understand why this "investigation" is taking so long. I was given a time frame to respond which I did; I have provided the documents requested: the details requested and I feel that I should have a response in 6 hours, the same frame I was given. I have provided undisputed documents; everyone knows that a security code is not required in order to receive a payment and legally I should not have to provide that for my protection. It is clearly obvious that I am owed $559. It’s a fact when you deposit money to a bank debit card it goes on immediately, the same as it was taken out of my account. I am requesting that the money owed to me be deposited back to my card today. There is absolutely no reason to hold the payment up, because I will not give my security code, which is the only reason why this is even happening. It should not take 5-7 days: technology I should not be charged $25 to get the money, but take it. I have read the complaints and almost every single one is because this casino is not paying people in a timely manner if they are even getting paid. To lose business over something that this casino is demanding is the most outrageous situation I have ever experienced. I’m not going to stop, so why not just pay me what is legally mine and move on. This is one of the poorest business practices I’ve ever seen. I can only imagine how much this has cost this casino. Even tho this is nothing compared to what it brings in, eventually the constant loss of customers and word of mouth will cost you money. This is ridiculous and I am really disappointed that this has continued as long as it has, over an issue that legally I should have never been demanded to provide.

Let the stalling and games stop and just do the right thing and pay me what is legally owed.

Hello Cmathis24,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Dear Cmathis24,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.