The player from Germany had been waiting for the approval of her first withdrawal since January 5th. The casino had repeatedly asked her for a document of her last deposit, which she had already provided. However, the casino cancelled her withdrawal request again, despite her submission of the required proof. The player had uploaded a complete bank statement in a PDF file to verify her account, but the approval was still pending. Unfortunately, the player chose to gamble away her €80 balance due to the delay. We were unable to assist further as the player no longer required assistance with the withdrawal.
LuckyStart Casino - Player's withdrawal is delayed by document verification.
Amount: €80
LuckyStart Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
11 months ago
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11 months ago
Translation
Hello, I have been waiting for the approval of my first withdrawal since January 5th.
They have repeatedly asked me for a document of my last deposit, which I have already uploaded two days ago.
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11 months ago
Dear QueenLea,
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.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Is the proof of your last deposit the only document that has not yet been approved?
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,
Veronika
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11 months ago
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So, they have just canceled the withdrawal request again, even though I had already submitted the exact proof that was required 3 days ago.
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11 months ago
Thank you for the update. Could you please confirm if you sent the proof of deposit as a PDF file? Or did you send it only as a screenshot?
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11 months ago
Translation
So, to verify my bank account, I should upload a complete bank statement in a PDF file for the period 01/05/2024 - 01/11/2024.
I uploaded the PDF around 2 a.m. today.
And told customer service who said he would forward it. Now I'm waiting.. 😊🙏
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11 months ago
Thank you for the update. Could you please advise if your statement was approved?
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11 months ago
Dear QueenLea,
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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11 months ago
Translation
Hello no. I think it's still under review. But I didn't care anymore because after I wrote my last comment here, I waited almost 3 whole days again and asked support every day. And then I simply gambled away the €80. Because I can do without such snotty pages.
But thanks to the Casino Guru team for their efforts, you guys are really tough ❤️🎰🙏☺️
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11 months ago
That's a shame. I am sorry to hear that you played away your balance. This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Veronika
