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.

Thank you very much for your reply, Laaavo. Which documents have you provided so far?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

My account has been verified. But the problems remain. I still can't play in their casino because they put a betting limit on my account.

Okay, I think I sent it.

But check, maybe I did something wrong and it didn't go as it should.

Thank you very much, Laaavo, for your cooperation. 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, Laaavo!

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. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!

Here's what happened during this time:

My first attempt to withdraw funds to cryptocurrency (USDT-BEP20) was on November 14, on November 20 my withdrawal was cancelled with the status "payment error". The second attempt to withdraw money to cryptocurrency (this time I chose USDT-TRS20, because they did not withdraw money to USDT-BEP20 last time) was on November 20 and on November 25 it was cancelled and I was told to try to withdraw again to USDT-BEP20... On November 25 I made a request to withdraw funds to USDT-BEP20 and my withdrawal has not been processed yet.

This all looks like a moderate delay in payment, because before they said that withdrawals to cryptocurrency are carried out very quickly, usually within a day. But as you can see, they are now waiting 5-6 days (the status of my withdrawal at this time is "pending approval" and then they cancel my withdrawal.

You still can't play games on the site... It looks like a scam and most likely they are going to close (my guess)...

Support gives me the same answer, all the answers come down to something like this:

"We are prioritizing the issue and we will get back to you as soon as possible in both regards.

We kindly request your continued patience and assure you that the issues are being resolved."

But, as you understand, none of my problems have been resolved yet.

И видимо действительно это не конкретно мой аккаунт ограничили. Потому что теперь при попытке зайти в любую игру я получаю ошибку "Oh no! The game is not working at the moment 🙁 Please try later."

Hi Laaavo,

We are unable to resolve this issue right away due to a technical issue on your account until this is resolved you may withdrawal your funds as your account is verified.

Once you make the withdrawal they request will be handled within 1 business day.

Should your balance be under the minimum withdrawal amount please email support@luckyhandcasino.com with your TRC20 crypto ID and support will respond to you with your hashcode.

Regards,

Support

Hello, Luckyhand Casino,

I have already made several requests for withdrawal of funds. But they were cancelled.

"Once you make the withdrawal they request will be handled within 1 business day."

After another withdrawal cancellation, yesterday I requested a new withdrawal to usdt (bep20) because I was told that I need to choose this network. Well, it turns out that 1 business day has already passed...

"Should your balance be under the minimum withdrawal amount please email with your TRC20 crypto ID and support will respond to you with your hashcode."

my balance is not below the minimum amount, but yesterday I made another request for withdrawal to usdt (bep20), because last time the withdrawal to trc20 was rejected by you. Now I am confused, what is the best thing for me to do at this moment? Cancel the withdrawal to usdt bep20 and make a new request to usdt trc20? And should I do it through an account or is it better to inform your crypto wallet via email?

"We are unable to resolve this issue right away due to a technical issue on your account until this is resolved you may withdraw your funds as your account is verified."

So is it just me who has this problem? Are other players okay and can they play?

Just wondering why I was blocked from continuing the game?

Laaavo, while we wait for the casino to respond, please, try to request a withdrawal once more. If it is cancelled again, reach out to the support e-mail that the casino mentioned and request a manual withdrawal.

The withdrawal was requested on 11/25/2024 for the usdt (bep20) cryptocurrency (because the chat said to choose this currency, although my first withdrawal for this cryptocurrency was canceled). Therefore, I will not cancel it yet, unless of course the casino representative says that it is better to do it somehow differently.

Hello, Luckyhand Casino,

If the statement "Once you make the withdrawal they request will be handled within 1 business day." is not unfounded, then here is the ID of my withdrawal:

6381568

Please keep an eye on my withdrawal because I still don't see any movement in this situation. My withdrawal still has the status "Approval Pending".

The money has been received. Thank you for that. But the issue of access to games remains open. Why was my access restricted and when will the opportunity to play be restored?

Laaavo, I am happy to hear that you have received your funds. Would you still like us to wait for the casino so they unblock your account?

And I'm just curious to know for myself, in the transaction history I noticed that they added some deposit of ~$100 (I didn't make this deposit) and deleted it. This is a bit strange and I would like to know from the casino what it was?

Dear Laaavo,

Apology as the ask was to come to live chat.

Your cashout was approved and pasting your hashcode here.

0xc3a0db891d96d0191f2af3cee960d6f32ebfbff01a61c9d763b009540a7ea042

0x0bcd6889f76691c1a77128c5ca46a12fd0a84f3229b0020601abfc1be408c45d

@casino Guru, from our end we can not unstrict the account until further notice, however, there are no funds on hold and we would like to have your confirmation this is resovled.

Support Luckyhandcasino

Thank you for the information and cooperation, Luckyhandcasino! However, given that our last messages obviously got mixed up, I would like to ask the player one more time if they would like the casino to reopen their account.

Yes, I would like to know the reason. And of course, in the end, I would like to be given the opportunity to play.

There are a lot of uncertainties that concern me and that other players may encounter (let them at least know that they may have similar problems at this casino).

Because I still can't understand, is it just me who was restricted from continuing the game or all players?

Because according to the email to my question: "I haven't been able to play in your casino for a week now! Because you limited my bets. What do technical issues have to do with it? Answer please, only I have such a "issues" or other players are also faced with the fact that they cannot place bets? And most importantly - how much longer should I wait? When can I continue playing? Are there any deadlines?."

They answered me like this: "Dear Client,

Kindly note that everyone has been affected by this, and that's why we are working hard to resolve this. We appreciate your understanding, and we will notify you once everything is okay"

and they also said that this issue would be resolved last week...

(I can send the correspondence wherever you say and screenshots too, but for some reason I can't upload files here)

All in all:

Why am I blocked from playing?

Is it just me who has this problem or is it the same for all players at the moment?

When, at least approximately, will I be given access to continue playing?

Well, and an optional question, but if they answer it, I will also be glad: "in the transaction history I noticed that it turns out that they added some deposit of ~$100 (I did not make this deposit) and deleted it. This is a bit strange and I would like to find out from the casino what it was?"

Hi Laaavo,

Without any information we can provide you, your account has been closed permanently was the reason for the restriction.

Your cash balance was settled to your crypto wallet and this case is considered closed on our end, thank you

Luckyhand Support

Hello dear Luckyhand casino and Casino Guru

In general, after seeing the reviews and receiving responses from other players, I learned that it was not just my account that was limited, but that there were indeed technical problems with the casino.

And since it wasn’t specifically my account that was limited, but simply a technical failure, and since the casino processed my withdrawal of funds, I’m removing my question about the limitation and consider the issue resolved.

I hope, of course, that after solving the technical problems, the casino will reconsider its decision to close my account forever.

Laaavo, given that all funds have been paid to you, we can see the casino as free of obligations to you as we respect casinos' right to close players account at any time for any reason (with the balance paid out).

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Pavel K

Casino.Guru