Lucy's Casino - Player’s struggling to complete account verification.

Hi

I have issues with verification process.

I sent ID, bank card, official government doc about address in pdf form, bank statement in pdf form, numerous emails, with same text on their part, asking for different document.

so tired of this .

I just want to close this account permanently but can’t seem to solve this.

please advise.

thanks in advance

Silvana

Dear st021,

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.

Could you please advise when exactly you sent the last document? Have you provided all the required documents as soon as possible and in the correct format? Did the casino indicate what seems to be wrong with your documents?

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,

Kristina

Thank you for a fast reply.

I sent first docs on 11-4, and from then on, every color of days different document.

got letter from the bank, letter from the government, took pics of it. No. Must be in pdf form. Sent pdf. No. They don’t accept that document, which other casino verified at first.

I sent it again on 11-17, but no use, I already know the answer.

Can I , please have an e-mail where i can send you documents i sent to casino, as they rejected it again and replying with same email , every time

correction . Disputed amount is 400 euros not 400 sek

Thank you very much for your reply, st021. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes!!! Thank you Kristina

I did send you e-mail

Thank you very much st021 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Hello st021,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lucy's Casino to join the conversation and participate in the resolution of this complaint.

Dear Lucy's Casino,

Can you please provide an update on the status of the player's verification, and clarify what may be required from the player to complete the process?

Kind regards,

Adam

Thank you Kristina and Adam,

I’m really curious why they are rejecting my documents…

Hello st021,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Lucy's Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Thanks Adam,

nothing new…

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Adam,

somehow I don’t think that they’ll reply. I can’t tell you how many emails I sent, with same reply on their side but, rejecting verification of a legal government document…

As we all know, they make it difficult as they want you to keep playing without zero gain.

Regardless , thank you for your help.

Dear st021,

Please forgive the previous response, it was automated by our system upon the expiry of the timer.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curacao Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam