Lucky Tiger Casino - Player’s struggling to withdraw her winnings.

I submitted my information and form to be verified for a withdrawal and was told it could take up to 5 business days. I submitted via email on 12/21 and it's now 12/23 and still no word. When I inquire, all I hear is they are delayed.

Dear JANICE,

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. None of the serious casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please allow the casino a few days to receive your documents and check them thoroughly. We kindly ask you for some patience until this process is completed.

Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

I understand how important the verification process is. If it can take up to 2 week, say that. YOU said it would be reviewed in 5 business day. (My previous statement has a typo. It should have said I submitted the paperwork on 12/14/2020. I finally received a email response this afternoon. It told me I need to give them two additional pieces of paper (a utility bill and a form with my bank information.) Here's the question, why not include all of that with the original request that I completed? I turn in everything asked for but it wasn't enough because I didn't know they needed additional information. SO now I guess the wait starts all over. We'll see.

I fully understand your frustration, JANICE. I will set the timer for additional 2 days and if there’s no development by Tuesday, we will intervene. Let’s stay positive and wait for the good news regarding your account verification. Thank you in advance for your patience.

Having this resolved in 2 days would be wonderful but I'm not holding my breath.

Anything's possible around the holiday season, if there’s no development by Tuesday, we will intervene. 

Thank you!

Have there been any developments since our last conversation?

None

Thank you very much, JANICE, for your reply. I will now transfer your complaint to my colleague Peter 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. I am still waiting.

Hi Janice,

I'm taking over your complaint. I will contact the casino and see if I can help. I would like to invite Lucky Tiger Casino to the conversation to participate in the resolution of this complaint.

I successfully requested my withdrawal today. Thanks for your help.

Dear Janice,

Thank you for contacting us!

We have contacted the Finance Department of Lucky Tiger, and were informed that your account has been successfully approved. You are more than welcome to submit a withdrawal request now.

Best regards,

Lucky Tiger Team

Done. Thank you!

Thank you both for your replies.

Dear Janice,

I'm glad to hear that your issue got resolved. 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. 

Best regards,

Peter