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

WARNING!!!! 

I have never in my life been treated this badly I have played lucky tiger casino a few times. I finally won something. So I set out to do the whole verify account. On the 1st of August 2022, I sent the verification form, copy of ID, copy of bank card used to deposit and proof of address to support@luckytigercasino.com. Since then to now the 20th of August 2022, after copious amounts of live chats and resending documents 14 times, been told their are missing documents….THERE IS ABSOLUTELY NOTHING MUSSING. They are attached to EVERY SINGLE email. 14 TIMES. To then be told to email them to faxback@luckytigercasino.com…..only to have a mailer notification saying their inbox is full., every single time. 

My account is still NOT verified. I still CANNOT process a withdrawl. They make you go round and round in circles. They just stall with these ridiculous tactics so your account never gets verified and you can never ever withdraw. They super super quick to take your deposit but forget ever seeing the end and forget ever getting things rectified. They say 4 days to verify. Well it has been 20 days and I get, please send all your documents to bla bla. And tomorrow when you ask them what’s happening, they begin the song and dance again. 

I have never experienced such frustration with any of the other online casinos I play. 

AND…..they have withdrawal options as bank transfer, credit card transfer and bitcoin. But the one and only decent response I got via email was to tell me I am only allowed bitcoin and that there is no other options. 

I have tried to be patient, I really, really have tried. 

But I have now accepted that it will not happen, no one is ever going to sort it out. 

And I need to now warn other innocents players out there to not waste your hard earned money at Lucky Tiger casino. 

Dear Tashdavies,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise if your winnings were accumulated with or without an active bonus?

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,

Petronela

Dear Tashdavies,

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.

Good day.

I sent all documents on the 1st of August. Then again at least 9 times. Then again last week.

I understand it takes 4 days but now it’s been 29 days.

when I query with live chat they say finance will contact me next day. Next day I get an email asking to send documents AGAIN. Which I do AGAIN.

Then I get no response or I get a mailer return email saying inbox full.

it is ridiculous now.

Recipient inbox full

Your message couldn't be delivered to faxback@luckytigercasino.com. Their inbox is full, or it's getting too much mail right now.

above is what I get back. I click reply to the email they send me

EVERY SINGLE DOCUMENT HAS BEEN SENT. 13 times. 

The last email they asked for the back of my ID card. So I sent that. And SURPRISE the email bounces back, telling me that inbox full. Another sneaky, lying, despicable tactic. Lucky tiger casino is a JOKE. This little ring a Rosie game has been going on since 1st august 2022. 31 days later and STILL "missing docs, missing docs, missing docs" RUBBISH MAN. 

I am finished waiting for this deceiving, scammer of a casino. 

I am going to the national gambling board and the international one. As well as every site I can find to report them. 

They play games with you. Always saying missing documents, then I resend again and again and again to 2 emails and NOTHING but missing documents. It will never happen. You stole, you are scamming thieves. 

Look at all the reviews on your site, it’s many, many people with the SAME problem. SCAMMERS. I am past furious now, I’m livid and will not be taken for a ride. 

I used a bonus with my deposit. I more than played the play through finished. Way past the requirements. The amount to withdraw is clear and 100% winnings.

Thank you very much, Tashdavies, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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.  

Thank you very much

Hi Tashdavies,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Lucky Tiger Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Kind regards,

Tomas

Thank you so much for all the help. You guys are truly amazing at what you do.

Hello Tashdavies,

Thank you for contacting us regarding the matter.

Please be notified that not all of the mandatory paperwork, required for the account approval, was submitted. That was the reason for the delay in the completion of the KYC procedure.

The Finance Team has made a couple of exceptions and approved the gaming account for requesting withdrawals.

However, be advised that the bonus terms have been violated by placing $10+ bets. It will lead to re-setting the gaming balance to the initial amount of the deposit ($35).

Please let me know if there're any other questions I can assist you with.

Regards,

Kira Larsen

Lucky Tiger Casino

Dear Lucky Tiger Casino,

Thank you for participating in the resolution of this issue.

Could you please provide us with an explanation of the player's situation in more detail from your point of view?

If we are talking about a breach of the casino's bonus terms, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

This is so typical. Takes them 40 days to verify my account and now after playing all the play through and wanting to withdraw, they come with some nonsense about why cannot withdraw my winnings and that I loose all my winnings. I am sorry but that is such a scam.

im actually flabbergasted at this. UNBELIEVABLE.

EXPLAIN THIS PLEASE LUCKY TIGER

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No where can you see the max bets. I also cannot check on my account any data at all.

Dear Lucky Tiger Casino,

I would like to ask if anything can be done in this case. It looks like the max bet rule is not displayed in any of the promotional material, or in the account after redeeming the bonus. If there isn't a link to the complete bonus terms in those places, it could be understandable that the player wouldn't be aware of such a rule.

Was the player a new player? Has she used bonuses before at this casino? A new player may not know to look for the general bonus terms. In addition, upon checking the game log, breaching the rule didn't really contribute to the accumulation of the player's winnings as far as we can see, it may be fair for the player to be paid in this case.

Please let us know about your statement.

Thank you very much for participating in the resolution of this issue.

Kind regards,

Tomas

Hello,

Each and every player at Lucky Tiger accepts the Casino Terms and Conditions while creating an account which is an obligatory point in the sign-up form. Our Customer Support is also checking if the player would like to check the Terms once again during the verification call.

The promotional material is taken not from our website, so we cannot be responsible for any of such. Here is the Terms and Conditions from luckytigercasino.com:

'11.9. During an active bonus, the maximum bet per hand, spin, card, etc., is $10. This maximum bet rule will remain active until the wagering requirements have been completed. Betting above this limit will void the bonus and any winnings thereof.'

@Tomas, we have also sent you an email a few days ago with a full report of bets placed by the player for your reference. Please let us know if there is anything else we can do to assist with the current complaint.

Kind regards,

Lucky Tiger Casino team

I played the full play through long before I wanted to withdraw. I actually had over $1000 to withdraw once all play through was complete. I played and decided to do withdraw at $300. This is looooong over any playthrough requirements. NO WHERE on the site can I find any of this max get info.

this is incredibly wrong what the casino is doing.

Dear Tashdavies,

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified.

The casino has provided sufficient evidence proving you have breached the Bonus T&Cs by placing multiple bets exceeding the maximum allowed bet amount of $10 while playing with an active bonus. It is very common for casinos to place such limits and restrictions on bonuses, and while we feel it would be best if these restrictions are enforced by the casino software, this is not currently the industry standard.

The rule may have been broken accidentally, but the casino has acted in accordance with its terms and conditions in this case and so I am afraid there is nothing more that can be achieved.

You can read more about our position on situations like this one in our Fair Gambling Codex. https://casino.guru/fair-gambling-codex-for-casinos#max-bets

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Kind regards,

Tomas