Lucky Spins Casino - Player’s withdrawal is delayed due to account review.

I registered an account with Lucky Spins Casino in May 2024. Since the opening of the account, I have played Divine Fortune slot twice, where I won the Mega jackpot on both occasions (please see the links below).

Divine Fortune Mega jackpot win on 2024.07.10: https://youtu.be/C4BzTaplNy8

Divine Fortune Mega jackpot win on 2024.10.11: https://youtu.be/czWGnMt2EzI

I had passed extensive verification procedures before the Casino started paying out the first jackpot winnings. However, the payouts halted immediately after I won the second jackpot on 2024.10.11, and all my withdrawal requests were subsequently cancelled. The Casino Support claims that my account is under review and further checks are needed. Unfortunately, no additional document requests followed, and this process has already been taking nearly a month, which is way too long.

I hope for your assistance in solving this issue.

Dear Slender7,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please clarify which documents the casino requested from you after each of your jackpot wins?

Has the casino paid you the full amount of your first jackpot winnings or only a portion?

Additionally, could you confirm if you have played any other games at this casino besides Divine Fortune?

To aid in our investigation, please forward any relevant communication between you and the casino to my email at veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika. Thank you for your reply. All the message exchange between me and the casino, as well as all the documents I had sent to them, have been forwarded to your email.

I provided the casino, as requested, with:

• passport photo;
• selfie with a passport;
• bank statements for address confirmation (multiple times, because the casino kept being dissatisfied with something);
• brokerage statement for the Source of Funds confirmation;
• bank card photos, front and back (at first I attempted to deposit from my bank cards, but the deposits failed, probably due to my banks' policies on gambling transactions, still the casino requested the photos of the cards);
• card validity letter from the bank;
• bank statements to prove cards validity.

I only had two gaming sessions in LuckySpins casino - both of them were high stakes Divine Fortune play.

The casino had paid EUR 140k before I started playing the slot for the second time. I had to cancel all the remaining withdrawal requests and deposit EUR 32k back before I hit the jackpot again.

Thank you very much, Slender7, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.

Hello Slender7,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I can understand your frustration with the payout delay, especially taking into consideration that your account must have been previously verified and your gameplay checked; otherwise, you would most likely not have received the previous withdrawals, the casino team retains the authority to conduct a more detailed review of your gameplay in collaboration with the game provider, particularly given the unusual occurrence of two significant jackpots being won in such a brief timeframe, although I am of course not saying that luck was not on your side at that time. I will contact the casino to see if I can help.

We would like to invite Lucky Spins Casino to join the conversation

Dear Lucky Spins Casino,  

I understand and respect the necessity for comprehensive player verification and the review of gameplay by each casino. However, it appears that the player has submitted multiple documents, and the account review process has been extended over a considerable period. Could you please provide an update on when we might expect the conclusion of the review or when the player can anticipate receiving additional payments of their winnings? If there are any information that cannot be shared publicly, please forward them to me at michal.k@casino.guru