HomeComplaintsLuckyHour Casino - Player’s withdrawal is delayed and account is closed.

LuckyHour Casino - Player’s withdrawal is delayed and account is closed.

Amount: A$3,700

LuckyHour Casino
Safety Index:High
Submitted: 01 Nov 2024 | Case closed : 16 Nov 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

5 days ago

The player from Australia had successfully withdrawn $3,700 after following all KYC processes but failed the verification when she submitted a selfie with her ID. After multiple attempts to resolve the issue through live chat and emails, the casino accused her of fraudulent activity and closed her account without providing specific reasons. She had not received further communication despite her inquiries. The complaint was rejected due to the lack of response to requests for additional information, which prevented further investigation.

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2 weeks ago

Okay so I deposited $60 played with no bonus managed to get it up to $3,700 then followed all their steps for withdrawal which is uploading ID documents on their own then me taking a photo holding my ID document which was my drivers licence then last thing they needed was my proof of residency which i uploaded my UP bank bank statement from September so after uploading everything i got a green tick for my bank statement and my drivers licence. Then when it got to the selfie of me holding my licence the screen was loading and after it just immediately said that i had failed the verification so I straight away jumped on the live chat to get help they told me that they couldn’t help and to email their KYC financial department which i did straight away they replied 24 hours later completely ignoring what i said and just said they were refunding my initial deposit i jumped back on live chat to get more help no one could help me and just told me to email the KYC financial department again which i did and another 24 hours later they finally emailed me back saying that they suspect i did something fraudulent when handing in all my documents and that they were closing my account so i again emailed them straight away asking them what document is it exactly that they think ive been fraudulent with and its now been nearly 48 hours and i haven’t heard back from anyone at all????? Like seriously its $3,700 im not letting this go until im paid its an absolute joke i did all the right things gave them all original documents and now im just being ghosted…please help me because i will be going to anyone and everyone i can for help with this withdrawal

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2 weeks ago

Hello Nn97k,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyHour Casino. Please allow me to ask you a few more question before we would move forward.

  • Could you please advise since when exactly is the verification process ongoing?
  • Were all the documents under your name, belonging to you?
  • When was the last time you spoke to the casino and what was it about?


Please forward the same documents you sent to the casino to nikolas.b@casino.guru along with the communication between you and the casino for further review.

Looking forward to your answer.

Regards,

Nick

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1 week ago

Dear Nn97k,

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.

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5 days ago

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.

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