Lucy Casino - The player struggles to verify.

Hey! I have been balling back and forth with this casino over the past week. I have sent documents for account verification several times and the casino says first that they have received the documents, then that they are missing, then that it is the wrong document. I have sent PDF files on iban and swift, pictures on passports and driving licenses and on my Mastercard. Everything seems clear - then they start again and ask for the same document. The support seems completely messy, sometimes I think it might be a computer that sends standard answers to my questions. When I chat with them, they disconnect when they think they are ready, without me getting an answer.

Incredibly frustrating and annoying. I have had to redo the withdrawal application several times at their request. But still, no money comes. Wish you were watching if that's how I happened to play at a scam casino!

Hello Eva72,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucy Casino. Please allow me to ask you a few more question before we would move forward.

When exactly did you begin the verification process? Which documents are already fully approved and which are still missing? Can you please forward the exact responds of the casino on your verification attempt? If yes, please send it to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hey!

I have now emailed Nikolas.

Thanks!

Hello Eva72,

Thank you for the e-mails. Could you please specify the exact date of those e-mails? The first one showing that your account is verified. Was it the last e-mail from them or they requested another documents after that?

Hello Eva72,

Thank you for the e-mail. Could you please respond here as well and tell me when exactly did you send them the PDF format which they requested?

Hey! I have sent a lot !! Maybe that's the concern! I have sent a pdf, printed it out and then taken photos and scanned it for the first time on 15 May. I have sent, they reply that they have received it and will return. Then they ask for the same document again. And cancels my pending withdrawal. I do not get confirmation of what they are missing, but they send the same thing over and over again.

Eva

Hello Eva72,

I would probably say that the casino will definitely need more time as you sent the documents 3 days ago. Definitely wait at least until next week for the verification to be processed and please let us know in case of any update.

Regards,

Nick

Hey!

Do you think I misunderstood, I have sent in several documents. The earliest was several weeks ago. See attached picture.

Sincerely,

Eva

Hello Eva72,

You need to count it from the time of the last document sent. Please let me know until the end of this week if there was any update regarding the verification and if not, we will definitely try to intervene.

Regards,

Nick

Thank you, I received a new email today that my documents were not approved. They want iban and account number and transaction list. However, not a digital, screenshot or downloaded. (I forward their answer to you by email) I really do not understand how to send, I have an internet bank and have made pdf files from my bank statement that I sent on several occasions, most recently today. I have taken pictures of the same document and emailed it out, it does not work either. Feels very hopeless.

Eva

Hello Eva72,

Could you please also forward us the statement which got rejected by the casino to nikolas.b@casino.guru? Did you send anything new since then?

Dear Eva72,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

The complaint will be now rejected for the above mentioned reason.