LuckyBull Casino - Player’s struggling to complete the account verification.

Hallo, lucky Bull zahlt meinen Gewinn nicht aus weil Sie noch einen Kontoauszug mit meiner Adresse haben wollen, dies ist aber nicht möglich weil meine Bank generell keine Adressen auf die Kontoauszüge druckt, aus Sicherheitsgründen wegen betrug . Ich war auch bei meiner Bank und hab nachgefragt, dort hat man mir gesagt das es nicht notwenig sei ein solches Dokument für eine Auszahlung zu verlangen. Nun weiss ich nicht mehr was ich noch noch machen kann. Können Sie mir bitte helfen? Viele grüße Yvonne

Dear Yvonne3022,

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 providing the requested bank statement seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

Hallo Petronela, ja dieser Kontoauszug wo mein Name drauf steht aber leider nicht meine Adresse ist das einzige was fehlt , sonst habe ich alle anderen angeforderten Dokumente zur Verfügung gestellt, diese wurden auch alle angenommen. Viele grüße Yvonne

Thank you very much, Yvonne3022, 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.  

Hallo Petronela,vielen lieben Dank das Sie sich meinem Problem angenommen haben .Viele grüße Yvonne

Hello, Yvonne3022,

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 LuckyBull Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear LuckyBull Casino Team, could you please state the steps that should be followed by the player to successfully go through the verification process, if the bank is unable to provide the document with the account owner's address? Can you please provide us with some examples of documents that you are able to accept for verification?

Thank you in advance for providing the information.

Hallo Branislav, vielen Dank das Sie sich um mein Problem kümmern. Viele grüsse Yvonne

Falls Sie noch Informationen von mir brauchen, stehe ich Ihnen gern zur Verfügung.

Dear Yvonne22308,

We are truly sorry to see that you have issues with your account verification process as this is not the experience we would like you to have.

Unfortunately, due to very strict anti-money laundry procedures that we are obligated to follow we will need to have a bank statement that has your home address on it.

We are more than sure that as per your request your bank will issue a bank statement with your home address on it as it's a part of bank service that they should provide their customers with.

In the case where your bank is not able to issue you with that kind of bank statement, we will need to receive a statement from your bank that is not possible to issue a bank statement with your home address on it.

Once we will receive a required document from your side we will be able to continue with your account verification.

Best regards

LuckyBull Casino Complaint Team

Dear Yvonne3022,

Based on the information above, the casino needs a specific type of bank statement for successful verification. It cannot be replaced with any other document.

I recommend you request your bank for issuing an official document with your personal data. Banks can usually issue this document or it can be done by yourself in internet banking. Here are some examples of bank statements that should include the client's address: Account balance confirmation, Proof of credit/debit card ownership, Confirmation of account ownership etc. Most banks issue a classic Account statement or Payment confirmation with the client's address on the document.

Could you please check your internet banking and try to find it, or request your bank to issue the document?

Please let us know once you have any news.

Thank you very much for your patience and understanding. We are looking forward to hearing from you.

Hello, Yvonne3022,

Is there any progress with your issue? Did you contact your bank? If yes, did you already receive the necessary document(s)? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

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, LuckyBull Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru