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

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

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

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.