Luckyhand Casino - Player's account is restricted and under verification.

I played in this casino, since 11 Nov I made deposits

On the 3rd deposit I managed to wager the bonus

After that I asked the support if I had wagered the bonus and they confirmed that yes, everything was fine, the bonus was wagered. Then I decided to clarify what was required to withdraw funds and they answered that I needed to go through verification. I immediately sent documents for verification, they told me that verification usually takes several hours.

While the documents were being verified, I decided to continue playing, but the casino limited me for the game. Now I can't make a single bet in any slot.

Of course, I still haven't received an answer about verifying my account. My bets are still limited and I can't even continue playing. And the support never answered me what the reason was and how long this would continue.

Dear Laaavo,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• 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?

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,

Kristina

It's not just a matter of verification.

I provided all the documents that they asked for back on November 12.

They accepted them, but still haven't verified them, although they said in the chat that verification usually takes a few hours.

But in addition to verification, the casino set a limit on my account and for a week now I have not been able to play in their casino, I cannot make a single bet in any slot.

And I still don't know the reason for all this.