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

I registered with lucyscasino and paid with 02USD 0222 2522. I successfully won 1000USD, I uploaded all the requested documents on both sides of the ID card for proof of public utility bill, the Skrill payment screen photo several times in PDF format as well. However, they do not pay every day for other reasons to cancel the payment. They ask for a different document every day. Why can't you ask why only one every day? Now it was canceled because I would send them the photo of the mobile contract but I have already sent them 2022 02 04. They are asking for a contract from a phone number that I no longer use. I sent the photo of the contract again several times. Still, the payment will be canceled every day. Please help me.

Dear kucu2014,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that verifying your phone contract seems to be the only obstacle standing between you and your winnings? Has the casino approved the rest of your winnings?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina. Of course, I will send you all the information about the case. But first I want to clarify the casino related to the case not Lucy Casino but LUCY'S CASINO on your site I can't find I send a link from their site https://lucyscasino.com/

Thank you very much kucu2014 for your reply. I will now transfer your complaint to my colleague Branislav (branislav.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 soon.

Hello, kucu2014,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.

We were provided with your email communication with Lucy's Casino. Many emails show us that the casino requested a document confirming you are the owner of your old phone number.

Did you try to check the phone number in your casino's account profile? Are you able to change/update your phone number in the account on your own? Can you please explain the whole situation with your phone numbers in more detail?

Thank you very much in advance for providing the information.

Hi. the phone number I provided with them when registering no longer works. I don't have any documents about it. But I sent my contract from my telephone company for the phone number I now use. I asked them to change my old number again but they haven't done it yet. I can't change my phone number in my account because it's not possible. The $ 500 payout was canceled again and $ 625USD was deducted from the $ 1,000 because only 1 deposit is paid 15 times. This is outrageous.

I received this email from them: Dear Customer,

We are sorry to inform you that your withdrawal request has been rejected and 625 USD deducted.

This decision has been made by our Risk department, on business grounds, and in line with our terms and conditions:

63.4 A player with 1 deposit only will be eligible to cashout a maximum of 15x the initial deposit amount. All further winnings will be removed from the account upon withdrawal request.

Do not hesitate to contact us in case you need any further help. Have a good day.

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

Dear Lucy's Casino Team, could you please provide us with an update on the player's current KYC verification status? If the player has not been fully verified yet - why? What steps should be followed by the player to be successfully verified?

However, the aforementioned rule "63.4 A player with 1 deposit only will be eligible to cashout a maximum of 15x the initial deposit amount. All further winnings will be removed from the account upon withdrawal request." is a typical example of a predatory rule that casinos often use against players. We strongly disagree with enforcing this rule and are convinced that the player should get paid in full. You can read more about predatory rules and our position in the following article with examples: Hidden and predatory rules.

That being said, we believe that kucu2014 should be allowed to withdraw all his original winnings.

In case you would decide not to follow our recommendation, we will have no other choice than to close this complaint as unresolved, as it is strictly against our view on fair gambling.

Thank you in advance for providing the information.

Hi. I received $ 375 yesterday. But I still consider the crackdown on me and the $ 625 confiscation unfair.

Dear kucu2014,

Thank you for the update.

I try to contact the casino also outside this open thread, unfortunately, without any success for now. However, let's get provide the casino with more time to respond.

We are still waiting for the casino's reply.

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, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Hello, kucu2014,

Allow me please a question to clarify the situation.

Did you collect your winnings with or without using a bonus?

The casino has not responded at all, nor reacted to my attempts to contact the casino outside this open thread. The complaint would be closed as ‘unresolved’, but the final penalisation depends on the circumstances.

Hi. I paid $ 25 and took advantage of the bonus. I successfully met the conditions and ended up winning $ 1,000. But of that, only $ 375 was paid, the other $ 625 confiscated.

And what exact bonus did you redeem, please? What was the % of your deposit, that you received as the bonus money? Can you please send me the bonus offer that you redeemed?

Dear kucu2014,

Can you please answer to questions from my last post? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will consider it resolved based on the main issue of the complaint - verification, which was already done.

We are looking forward to hearing from you.

Thank you, kucu2014, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the verification issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

In case you are not satisfied with the complaint resolution, you can reopen the complaint or file a complaint with the gaming authority the casino is regulated by.

Best regards,

Branislav, Casino.guru