The player from Canada had tried to verify her account to withdraw her winnings. However, the casino had not accepted her driver's license as proof of ID. Despite multiple attempts to resolve this issue through email and online chat, the casino had remained unresponsive. The player had confirmed that her ID was the only document causing issues as the other required documents had been approved quickly. Eventually, the player had decided to spend all her winnings and close her account, thus ending the dispute. We confirmed that once the winnings were played, there was limited action we could have taken. The complaint was subsequently rejected.
LuckyReels Casino - Player's ID document not accepted for verification.
Amount: Can$819
LuckyReels Casino
Safety Index:HighSafety Index
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8.2
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Case closed
Our verdict
Other
REJECTED
Case summary
6 months ago
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6 months ago
I am trying to verify my account so I can withdraw my winnings. They are not accepting my Driver's license as proof of I.D. They say I need a photo identification card but in Ontario you either have a D.L or a photo I.D card, you can't have both. I don't want nor do I need a passport because I don't travel. I've emailed them and chatted online and same answer. I have used my D. L in many casinos and that would be the first document they approve. This is not the first online casino I have played in with a curacao gaming license. I am angry because I know these people are frauds. I have never heard of a D.L not being a good example of photo identification. This is bull.
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6 months ago
Dear miniflexana,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying your picture ID seems to be the only obstacle standing between you and your winnings?
- Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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6 months ago
Yes that is the only document that is a problem. The other 2 documents for address and proof of payment were approved quickly.
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6 months ago
Cancel this request. I have spent all my winnings just so I could close my account with these people permanently. This casino is definitely not worth my time and I have no Patience to fight for something I know 200 percent will go nowhere. Sorry for getting you involved in this bull .
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6 months ago
Dear miniflexana,
Regrettably, since you have already played your winnings, there is limited recourse available to us. It's important to note that players are solely responsible for their accounts, active balances, and all wagers placed. For future reference, we encourage you to contact us as soon as issues arise so that we may intervene in a timely manner.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
Best regards,
Petronela
