The player from Brazil is facing difficulty with completing the KYC verification process, as the casino fails to respond after he submitted the missing document. The situation has restricted his access to gameplay and basic account actions, and he is unable to close his account. We contacted the casino and its representative informed us the player requested the permanent self-exclusion, however upno the player's request the account was unblocked. Later the player, informed us that they didn't want to proceed with the verification again and asked the support to close their casino account. We closed the complaint as per the player's request.
Luckynova Casino - Verification process delays access for Brazilian player.
Amount: ??
Luckynova Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
My verification process (KYC) has been stuck for over a month. I was in the midst of completing the KYC but lacked one document, so I couldn't finish. Now, whenever I try to access the KYC area, I'm advised to resolve the issue through live support (Live Chat), which resolves nothing and directs me to email the Data Protection department. However, the latter department never responds to me.
I've already sent the missing document, but I never get a response. It seems like the casino isn't interested in me.
As a result, I can't play in this casino. I've never made any deposit there, and I can't even close my account. My account gets frozen whenever I try to perform basic actions on it. True Flip has been a huge disappointment for me as I was looking for a casino outside the major axis to play in. But they've given me this response, despite being the ones most interested in increasing players' numbers.
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1 year ago
Dear Rafaeliton,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you started the account verification and sent the missing document?
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,
Petronela
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1 year ago
Translation
No, I wasn't informed but I think it's my proof of address. I'm not absolutely sure because it's been more than two months since I tried to complete the KYC and I remember that I was missing just that document in another casino too, so I think it's exactly the proof of address that's missing. I sent the missing document by email to Data Protection these days on the recommendation of Sunset Gaze.
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1 year ago
Thank you very much, Rafaeliton, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
PS: Could you please clarify the disputed amount? Are there any funds being held by the casino?
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1 year ago
Hi Rafaeliton,
I've just reviewed your case and am sorry to hear about your struggles with the verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Luckynova Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received all the documents for verification from the player? And why the player hasn't got a response from you for 2 months?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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1 year ago
Translation
No, there is no amount held because I simply cannot make my first deposit or close my account. The casino looks like a ghost, it doesn't explain anything.
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1 year ago
Dear Rafaeliton,
I want to personally extend my sincerest apologies for the recent experience you had with us.
As we can see, the only reason why You are not able to log in to your account at Luckynova Casino. You made an indefinite self-exclusion on 2023.07.31 at 12:13 at the responsible gaming tab.
Once again, I apologize for the frustration this has caused you. If you would like to discuss this matter further or share any additional feedback, please feel free to contact us via live chat or email.
Best regards,
Luckynova Casino
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1 year ago
Translation
This self-exclusion did not close my account as I normally login to the site and everything is as it was before. I performed exactly because I had no response from data protection.
If the casino wants to help me resolve KYC just tell me how I withdraw this self-exclusion that I do. If you don't have a way, you can close my account permanently so that I can't log in anymore because until now I feel like a user of Luckynova frozen and not deleted.
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1 year ago
Thank you for the response, Luckynova Casino. Can you please specify that, after players request self-exclusion, they are still able to log in to their accounts?
Dear Rafaeliton, did you request the indefinite self-exclusion before uploading the missing document for KYC you mentioned in your very first message? Do you understand the difference between self-exclusion and deletion of your account? Can you specify, if you still would like to have an account at the casino and finish KYC? Have you contacted the casino support regarding this as they asked you in their reply above? Thank you.
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1 year ago
Translation
Yes, I requested it before sending the missing document but just yesterday I changed the self-exclusion to one hour just because I want to use the casino.
Yes, I contacted support several times and they do not solve anything at all, they say to contact data protection by email that does not answer me at all.
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1 year ago
Dear Luckynova Casino, can you please check if the player can still request to cancel their self-exclusion? Based on the player's message, they haven't received any help or response from your support/data protection department.
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1 year ago
Dear Rafaeliton and Casino Guru team,
We apologize for the delay. For some reason, the self-exclusion timer was not set up correctly, and the account was still blocked. We are working to identify the problem. However, upon the user's request, the account will be unblocked on 2023.09.09 at 18:52 after the self-exclusion period.
Regarding the KYC procedure, submitting documents again when the period ends will be possible.
Once again, we sincerely apologize for the delay in resolving this case.
Best regards,
Luckynova Casino
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1 year ago
I've already sent some weeks ago, only look at data protection mail and you will see my adress proof. If you want again tell me here.
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1 year ago
Thanks for your reply, Luckynova Casino.
Dear Rafaeliton, as stated by the casino, your self-exclusion must be over for now, so you can continue to use your account. Can you please advise if you have tried to resubmit your documents to proceed with the KYC? I'd recommend doing so if you haven't received any response to your previously sent messages so that the casino has a full package of your documents at once after your self-exclusion is over.
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1 year ago
Dear Rafaeliton,
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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1 year ago
Translation
I managed to close my Natália account. The casino appeared completely amateurish in relation to my case, showing no interest in resolving the case. So, I asked on live chat to close my account permanently and was quickly answered. I didn't understand anything and I still don't understand, perhaps, as the casino's name suggests, they live on other planets, in other galaxies, in other dimensions.
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1 year ago
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For me the case is resolved, they closed my account and I have no interest in reopening it. Thank you for your support!!!
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1 year ago
We’ve rejected this complaint as per the player’s explicit request as it seems that the initial intention of the player to complete KYC and be able to play at the casino led to the account closure.
We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
