LuckyCherry77 Casino - Player’s struggling to complete account verification.

Uploaded the documents for verification on Sunday. Casinos for some reason do not check them, I have been writing to the chat for 2 days, but the chat does not work

Dear Kadrus2002,

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.

Therefore, I would recommend that you wait for a few more days so that the casino has enough time to go through all your documents and confirm them. I will leave this complaint opened, so please, keep us informed about any further developments.

Thank you in advance for your patience.

Best regards,

Kristina

I filed this complaint in advance because according to the reviews of other players, this casino is specifically delaying verification and making payments. So it's okay that I filed a complaint in advance. Just check out what kind of casino it is and how it pays out winnings. By the way, their chat does not work and they do not respond to emails.

It's been 5 days, I haven't even been verified

It's been over a week. I haven't been verified yet and haven't been paid anything. Contact the casino about my problem

Thank you for your reply, Kadrus2002. Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I sent all the documents a week ago - a passport and a bank statement. Yesterday the casino sent a letter that they are dealing with my problem, but this does not reassure me much since my funds are not being withdrawn in any way

Removed close the complaint

Dear Kadrus2002,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru