LuckyBull Casino - Player’s struggling to pass the KYC.

Hi i need some advice . I withdrawal an amount of 580 on the 27th of juli . I got an email to send documents. And every time and day that i send the documents this casino tells me its not good , no screenshots ,my name and bank account agent visible , always something . In the end i finshed all my good documents and we were finally there, yeaaa. But to my surprise i got an email on the 31 of july that they are happy to inform me that they recived my documents , but they want more information about a bank account with is ending with 8580 witch i never deposit with on LuckyBull casino. They also want my PAYCHECK or PAYSLIP to see where2 my INCOME comes from . If i have a company they liked to know the company name with all details.

I am very suprised about this because i dont know why they bring up another bank account that i never deposit with and in chat i start asking question how come they know about this bank account , because i never deposit with it . I send an email with this questions also and didnt got an answer. So what i want and need to know if this is the way its supposed to be , that they are asking what my monthly income is, my PAYSLIP , a bank account that i didnt deposit with but is from someone from my household. I hope i can get some help with this .if im in the wrong than they can stop everything or withdrawal and close this account but if not i hope they pay me out the money i won there .

Can you look in to it for me

Hello Noor74,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Regarding the proof of income - please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry are usually set by the Licensing Authority and all the serious and licensed casinos have to comply and follow these policies.

That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible.

Additionally, would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi i did send an answer to your email .i

I hope you recivied them

Hi Kristina

Thank you . I appriciate it .

Sincerely

Noor74

Thank you for your emails, Noor74. Could you please confirm that you have never used this card to deposit in any other casino?

Hi Kristina,

Thank you for your reply .

This Card is from my Son. We live in the same house and i cant remember using his Card . And he also plays sometimes in Casino's under his own name and account.

I cant remember using his Card in any of my accounts.

Hi Kristina ,

I send a few emails today.

Because now they say Because of a requested closure i have 24 hours to send documents.

I hope you got my last emails

Thank you

Thank you very much Noor74 for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Noor74,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite LuckyBull Casino to the conversation to participate in the resolution of this complaint.

Hi peter

Thank you for your reply.

I was also thinking about the amounts they say i deposit and its impossible i deposit such an amount as 110 . I checked my bank and nowhere those amount can be find .

For me now is about the honesty of this casino.

I hope i really can see the evidence they Sent. Because i still cant believe it. I would if i saw it in my bank or the bank account with number 8580

Thank you peter

We would like to ask LuckyBull 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Peter, i havent heard in a while but i settled something with LuckyBull. I recivied an email that the amount will be in my bank account in 2 days .

I will update you if there is a payout .

Thank for your reply

Hi Noor74,

Thanks for the update, let's see if it works out.

Hi Peter,

I want to let you know that the amount has been transfered to my bank tjis morning.

I want to thank you and casino Guru for taking my case serious and to offer help in anyway possible.

Thank you have a good day and stay safe .

Hi Noor74,

I'm glad to hear that you received your funds. 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