Luckynova Casino - Verification process delays access for Brazilian player.

Meu processo de verificação (KYC) está travado faz mais de 1 mês. Eu estava completando o KYC mas me faltava um documento, então não pude completar e, agora, quando eu tento acessar a área de KYC me pedem para tentar resolver no suporte ao vivo (Live Chat) o qual, por sua vez, não resolve nada e me empurra para o email onde devo acionar o Data Protection e este, por último, nunca me responde nada.

Já enviei o documento faltante mas nunca me respondem. O cassino parece não ter o mínimo interesse em mim.

Sendo assim não consigo jogar nele, nunca fiz nenhum dep´ósito por lá e nem sequer fechar minha conta eu consigo, minha conta fica congelada quando tento realizar ações básicas nela. A True Flip me decepcionou muito pois procurava um cassino fora do grande eixo para jogar mas tive essa resposta deles que são os maiores interessados em alargar o número de players.

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

Não, eu não fui informado mas penso ser minha prova de endereço. Não tenho absoluta certeza pois faz mais de dois meses que eu tentei completar KYC e me lembro que me faltava apenas esse documento em outro cassino também, por isso penso ser o faltante exatamente a prova de endereço. Eu enviei por email para Data Protection esses dias o documento faltante por indicação de Sunset Gaze.

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?

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

Não, não há nenhum valor retido porque, simplesmente, eu não consigo fazer meu primeiro depósito e nem fechar minha conta. O cassino parece fantasma, não presta esclarecimentos de nada.

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

Essa autoexclusao não fechou minha conta porque eu faço login normalmente no site e tudo está do jeito que estava antes. Eu realizei exatamemte porque não tive resposta do data protection.

Se o cassino quiser me ajudar a resolver KYC é só me falar como eu retiro essa autoexclusao que eu faço. Se não tiver jeito pode fechar minha conta em definitivo para que eu não faça mais login porque até agora eu me sinto como um usuário de Luckynova congelado e não excluído.

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.

Sim, eu solicitei antes de enviar o documento faltante mas ontem mesmo eu alterei a auto-exclusão para uma hora apenas porque eu quero usar o cassino.

Sim, entrei em contato com o suporte várias vezes e eles não resolvem absolutamente nada, dizem para entrar em contato com o data protection por email que não me responde nada.

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.

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

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.

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.

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.

Eu consegui fechar minha conta Natália. O cassino se mostrou completamente amador em relação ao meu caso, não mostrou interesse nenhum em resolver o caso. Então, pedi no chat ao vivo para fechar minha conta definitivamente e fui rapidamente atendido. Não entendi nada e continuo não entendendo, talvez, como o próprio nome do cassino assinala, eles vivam em outros planetas, em outras galáxias, em outras dimensões.

Para mim o caso está resolvido, fecharam minha conta e não tenho interesse nenhum em reabrir. Obrigado pelo suporte!!!

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.