LuckyCherry77 Casino - Player's withdrawal request has not been processed due to verification issues.

I received confirmation email from luckycherry77 on 21.8.2023 that they received my bank statement. Since then I am contacting customer support via chat option and they are saying only one answer we will contact through email if any additional requirements are there. Meanwhile I played and my balance increased to 27000. Still withdrawl is not allowed saying verification pending. And now from yesterday I was able to login but unable to play any game , error was gamling not possible.

Atleast the casino should accept my withdrawl request and process it, if they stopped their operations in india.

Dear unbranik,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a fundamental 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 physically seeing all of the players and checking their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Have you contacted chat support and asked why you can't play any game in the casino?

Could you please list which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

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,

Tomas

The verification procedure was strated around 17th August 2023 . I sent selfie with government ID along with a paper written as luckycherryy77 date and email on it. At first unable to upload bank statement . Then they asked for statement and I have uploaded in website and also sent through email. On21.08.2023 they replied that they received bank statement also.

I sent email to support team that I was unable to open games and unable to withdraw . Now I received an email stating please send the screenshot with error.

Could you please send me the emails you received from the casino regarding your verification progress? My email is tomas@casino.guru

I'll await your reply.

Sent email to tomas@casino.guru

Thank you for your message.

Was the verification complete since your last message, please? Are still not able to play any games and the withdrawal option is disabled for you?

I'll await your message.

Iam unable to play . Same error was displaying. And unable to place withdraw request, error please verify your account to withdraw funds is displayed. Verification status also pending

Thank you very much, unbranik, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, unbranik!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear unbranik,

Our KYC department has reviewed your documents and you account has been verified.

Give us some time for the payment department to review and process your withdrawal.

Apologies for the inconvenience.

Best regards,

Vartan

Vartan, thank you for your response!

unbranik, please, let us know as soon as your withdrawal will be received!

I received my amount today. Thank you for your support

Dear unbranik,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team