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

Good evening!

I've made an account on LuckyWilds 5 days ago. I asked in live chat if i could verify my account before making a deposit and the operator told me to send my documents to payments@luckywilds.com

I sent the front and back of my ID, selfie holding the ID and 2 proofs of address. Since then, i've been waiting and still didn't hear back and it's been 4 days now. They don't reply to my emails and i talk to a new chat operator everyday, that asks me to be patient.

Never took so long to get verified at a casino before! You'd expect a new, smaller casino like this would be more interested in getting new customers but that doesn't seem to be a priority for them. Lucky Wilds, please verify my account so i can start playing!!

Dear CasinoGoddess29,

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? If you sent all the required documents, please allow some working days to pass to have your account verified.

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

Good afternoon Petronela!

Thanks for getting back to me in a timely manner 🙂 I haven't received any feedback from anyone, and everyday i ask in the livechat and they also don't have updates from the security team. They don't reply to my emails. The live chat operators are doing the best they can, but unfortunetly they can't do much.. they always ask me to wait 1 more day and check back but it's never solved.

So at this stage my documents weren't approved or declined, they're just pending. I didn't make any deposits at Lucky Wilds casino yet, just waiting for my account to get verified so i can start playing!

If you could perhaps send the casino an email informing about this situation, i'd highly appreciate it!

Thank you so much for your assistance!!

Carlota

Thank you very much, CasinoGoddess29, for providing all the necessary information. I will now transfer your complaint to my colleague Veronika (veronika.l@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.  

Dear CasinoGoddess29,

I will be taking care of your complaint from now on. I'll try my best to help you resolve the issue by contacting the casino.

I'd like to invite a representative of Lucky Wilds Casino to join the conversation and aid in the resolution of this complaint. Could you please inform us about the status of the player's verification procedure?

Seems like the casino is not very interested in solving this matter, i keep asking live support what's the status of my verification and they keep saying it should be checked shortly, however it's been over a week. I think this casino is dead

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Update: I talk to their live chat representative ''Niels'' tonight and I took a screenshot of the transcript, attached to this message. Why wouldn't they bother verifying my account if i'm willingly sending my documents ahead of time? For me that's a big red flag, and i'm not depositing a penny on this casino before my account is verified successfully

Dear CasinoGoddess29

I fully understand your unwillingness to deposit money in this casino without verification. However, many casinos do not verify players’ documents until they request a withdrawal. This seems to be the case for Lucky Wilds Casino as well. If you disagree with their policy, I recommend you to find a casino where you'll be verified prior to depositing.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Veronika, Casino Guru