The player from Germany was experiencing difficulties withdrawing his winnings due to unsuccessful verification. Although the player was born in Italy, he lives in Germany for more than 20 years, and he is allegedly able to prove it. In the meantime, the casino refunded him just the last deposit and asked him to provide it with a document confirming his German citizenship. Later, the casino stopped responding. The complaint has been reopened after the casino contacted us with the update. After reviewing all the provided documents from the player on the casino's side, the player's account should have been restored and the confiscated winnings re-credited to his casino account balance. The complaint was rejected because the player did not respond to our messages and questions.
LuckyBird Casino - Player’s struggling to complete the account verification.
Amount: €301
LuckyBird Casino
Safety Index:Very lowPlayer stopped responding
REJECTED
Case summary
This casino is pure scam!
I signed up and gave my Berlin address, I made a deposit without any problems, but when I wanted to withdraw I was told that you do not accept Italian players, although I have lived in Berlin for 25 years, of course everything is proven
Dear mangiarbene09,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying your country of residency seems to be the only obstacle standing between you and your winnings? Could you please advise if you provided Proof of Address and all the required personal documents showing that you live in Germany?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Hello , I have sent and downloaded all my German proof of address in profile
I have lived in Berlin for 25 years.
My prize was canceled just because I'm Italian! But in that case I played in Germany where I live and work!
Thank you very much, mangiarbene09, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
Hello, mangiarbene09,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite LuckyBird Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear LuckyBird Casino Team,
Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account? Where is the problem if the player resides in Germany and is able to prove it?
Thank you in advance for providing the information.
Thank you very much, the account was verified but you said that I am Italian and I am not allowed to play at Lucky Bird, although I live in Germany, of course I have proof of that!
Your privacy is very important to us! At Lucky Bird Casino we care about our customers and are serious about storing personal information.
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After registering an account and while using our services, you can be assured that your name, phone, email address and other personal information will be kept strictly confidential and will not be shared with third parties. Any information provided will only be used within the company to secure your account or in case the information is required by government agencies.
communication with customers
Our casino believes in anti-spam policies and ensures that all information sent via email does not contain anything about our customers' account balances. It is always possible to unsubscribe from e-mail letters. However, we would like to remind you that by doing so, you will lose the ability to receive the messages through your account.
All information about gambling activities is protected by our privacy policy and cannot be shared with third parties. The only exception is when this information is required by the authorities.
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All information related to your account and payments is encrypted and cannot be shared with third parties.
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When playing on NetEnt slots, the privacy policy provided by the slot developer applies. You can read all relevant information here: https://www.netent.com/de/netent-privacy-policy-eu/
We are ready to receive all your questions and offers by calling 902169002837 and emailing support@Luckybirdcasino.com
copied this from Luckybird Casino
as I live in Berlin may play!
I want my winnings or all my deposit back!
Hello dear All)
thanks for your appeal.
Dear mangiarbene09, in this situation, you can provide documents, we will review and remove the block from your account)
It will be enough to upload a bank statement, which will indicate his full name and the address that the client has in the profile (i.e., what would be the geo of Germany)
Regards,
LuckyBird team
my documents were sent via email! my profile would be all verified!
Can you unlock my profile?
You can see everything I've sent, which I've also emailed
Good day,
Thank you for contacting us!
We refunded the last deposit of €50 and will refund the deposits you made as well.
If you present a document confirming that you have German citizenship then you can continue playing at our casino.
If you have any further questions, please do not hesitate to contact us!
Kind regards
Lucky Bird Casino
wrote that this morning!
so or give me the whole deposit or my profit!
Dear LuckyBird Casino Team,
Can you please check the additionally provided documents? Do these documents confirm his country of residence (Germany)? Do the player's other data, such as the IP addresses used, confirm that he played from Germany?
Is there any other reason why the player's winnings have been confiscated?
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.
Dear mangiarbene09,
I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
In the meantime, I recommend that you contact the responsible gaming authority - The Gambling Commission of Curacao Interactive Licensing (CIL), and submit a complaint to them (info@curacaolicensing.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.
I wish I could be of more help.
Best regards,
Branislav, Casino.Guru
Greetings all,
Based on the update provided by the casino representative, the complaint was reopened.
"Hello dear All,
Thank you for your patience.
Dear mangiarbene09. We've received your documents, thank you very much. We returned your deposit in the amount of 230 EUR (screenshots of payment attached)
Dear player, we will be glad to see you in our casino if you provide documents confirming your residence permit in the future. At the moment, you are a citizen of Italy and we cannot provide you with our services in the future. We sincerely hope for your understanding
Regards,
LuckyBird team"
Dear mangiarbene09,
What was the balance in your casino account before it was closed and how much has already been refunded to your bank account?
If I understand it correctly, the casino still refers to your citizenship and it likely did not pay you the entire account balance/winnings. Is that so?
Hello, I had 300 euros in my account and the casino hadn't paid it all back
So far I have received 167 euros, on November 1st, 2022
Are you sure your bank account has not been credited with anything else? According to the details of the payments, another payment of €44 should have been processed around the 13th of October, 2022.
Can you please double-check it and let us know?
Make up your mind, I can confirm that I received 44 euros on October 13th
Hello dear All
Your deposit has been returned to you. And your game was canceled according to the rules we wrote about earlier.
At the moment, we cannot accept an Italian citizen, and you couldn't provide a residence permit in Germany.
Dear player, for some reason you have been charged a transfer fee. It should not be. Tomorrow we will compensate this difference so that you have the full amount equal to the amount of your deposit.
Regards,
LuckyBird team
Thank you both for the updates.
Dear LuckyBird Casino Team,
The disputed amount of this complaint is set to €301. The refunded deposits are €227.33 (counting the mentioned compensation). Was there any refund made before these last two payments? If, yes, how much was it, and when it was processed?
Can you please provide me with the information on what was the balance in the player's account before it was closed? Was any part of the player's winnings voided? If yes, why?
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.
As an Italian and Europeh, I have been living in Germany for 25 years and I have business and pay my tax here so Luckbird Casino, I have residence permit!
Dear mangiarbene09,
Could you please provide me with all the documents that confirm your residence in Germany and that you shared with the casino?
Feel free to use my email (branislav.b@casino.guru).
Dear mangiarbene09,
Thank you for your email and the provided documents.
Could you please look at my last email to the email address from which you sent me these documents (subject "Dokumente") and provide me with the requested information? Unfortunately, I have not received any response.
Looking forward to hearing from you.
Hello, my documents have all been sent to the casino, with verifying my account everything went well and they confirmed that my account was verified...
so like any casino, address verified no older than 3 months, passport and bank statements…. I've been in Berlin for 25 years, I have businesses here and I pay taxes here
Alright, mangiarbene09. I have good news.
I received the information, after a long discussion about the provided documents, that your account should have been restored and the confiscated winnings will be re-credited to your balance there in a reasonable time.
Can you please confirm your account has been restored? Have the confiscated winnings been re-credited?
Also, there are a few remaining questions regarding your balance and the confiscated winnings.
Your deposits should have been already refunded, as you confirmed. But, there were some fees deducted from these payments by mistake. These funds should have been paid to your bank account too. Have you already received these deducted fees to your payment method?
Dear mangiarbene09,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Thank you very much, LuckyBird team, for providing information and cooperation.
Best regards,
Branislav, Casino.Guru
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