LuckyMax Casino - Player's withdrawal has been delayed.

I am trying to make a withdraw of 800€. Already read on trustpilot ( to late) this could be a problem. Well here it is. They are constantly canceling my witdraw because they ask for a specific bankstatement of the 4th of June. I have sent it about 5 times now and to make it complete i have send all the deposits of the 4th. Cancellation all the time with the same request. I have just spoken with their live chat. He made me upload it in my account next to the mails.

This is no way of be kind for clients. 😡

I am waiting for an answer now ….

Dear Soof,

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.

• Do I understand correctly you made a deposit in the casino on June 4th, which the casino wishes to confirm?
• Have you made the deposits using a single payment method in the casino so far?
• Have you achieved your winnings with the help of a bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi thanks for taking this problem serious. I do agree that verification is very important. So this was done with my full attention and about that no reactions from the casino. All good.

except for an additional request to send a deposit of a particular day and time. I followed their request….. after this my withdrawal was cancelled 6 times for the same reason. Live chat dit resolve this one.

So happily a made a new request for withdraw……. CANCELLED due to another reason:

(reply by mail)

bank account name is your

name as it is written in your identity document. Without "Mr." and "Miss." and without any abbreviations(shortened forms of a word or phrase).

so i fixed this one as well with a additional mail.

again cancelled 3 times.

this is were we are now….

Update:

after 15 emails and uploading the same documents time after time, they paid my amount of €800.

thanks to tomas I think because I copied him into all the emails.

after all…. An happy end!

Dear Soof,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru