LuckyGreen Casino - Player claims that payment has been delayed.

i am not even sure which is establishment i need to lodging this complaint against. I have been corresponding for last 5 days with an email support@luckygreen.com. I opened up a new account with them on the 18th October Weds. I deposited $25 AUD dollars and received a small bonus i won and tried to withdrawl funds. I was advised would be no issue however any bonus funds would not be applicable. That seemed fair so i continued with request. Since then i have had nothing but a low vibing awful experience which has and still is affecting my health. I have sent numerous photos of id both front and back of drivers licence as well as many different pics of me holding id whilst in picture i have sent bankstatements which are defaulted and limited and been declined because of minor issues to combat i sent 2 x types of statements one with recent transactions and other with full address and personal details as requested besides having to take a day off work physically go into a branch which is minimal and expensive process i can not obtain the statements they request and no other alternative has been forth coming. The stigma has been its our way or the highway. I have been accommodating but the amount of hours time and last 5 days of stress attributed has left me with no closer to any end result and require some legal assistance. Please assist if you are able to i am also filling in a complaints form and seeking legal advice with AFCA.

Kind regards,

Toni F***

email:t***5@gmail.com

Dear tgarnier,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear tgarnier,

Have you received your withdrawal from the casino yet?

Dear tgarnier,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.