HomeComplaintsNewlucky Casino - Player is unable to withdraw due to account verification issues.

Newlucky Casino - Player is unable to withdraw due to account verification issues.

Amount: €1,126

Newlucky Casino
Submitted: 31 Jan 2025
Opened Current status

Waiting for Casino Guru to reply

6d 2h 49m 31s

Case summary

The player from Latvia deposited 1000 EUR at the casino and made a profit of 126.65 EUR. However, after trying to verify the account and facing technical issues with document uploads, he cannot request a withdrawal. Almost two weeks have passed without a resolution.

Public
Public

On 18.01.2025 i made 1000EUR deposit to www.newlucky.com, played some slots and casino. Made profit of 126.65EUR. on 19.01.2025 i decided to verify my account, uploaded all documents, but they havent uploaded properly and i cannot upload new one due to technical issues of the website. I right away told regarding issue to live supporters. passed almost two weeks, but they still havent solved issue and because of that I cannot request withdrawal.

Public
Public

Hello kristersbumbieris05,

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

  • Which documents have been already approved and which ones not?
  • Did you try to finish the verification process through their e-mail support?
  • When was the last time you spoke to the casino and what was it about?


Looking forward to your answer.

Regards,

Nick

Public
Public

1. I don't know what was approved, they got kyc issue

2.i asked to send me verification link many times, but they tell that they are investigating issue

3.i am speaking to support via live chat and email for each day since I tried to verify account, almost two weeks, but they keep saying that they are investigating issue

How can they investigate issue for two weeks?

Public
Public

Hello kristersbumbieris05,

I've meant to send the documents by e-mail not for them to provide a link.

Please forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review.

Awaiting for your response.

Regards,

Nick

Public
Public

Wrote you an email.

Public
Public

Thank you kristersbumbieris05 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Public
Public

Dear kristersbumbieris05,


My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Newlucky Casino representative to join this conversation.


Dear Newlucky Casino,


Could you please provide clarification regarding this case?


Thank you in advance,


Mirka


Public
Public

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.

Public
Public

Dear Kristers and CasinoGuru Team,


Thank you for your patience. 


At the moment, we are conducting a detailed review of the case with the relevant department to determine a resolution.


We appreciate your understanding and acknowledge that waiting for an update may take some time. Please know that we are actively working on this matter to ensure a thorough review.


If you have any further questions or need clarification, please don’t hesitate to reach out.


Best regards,

NewLucky Casino Team

Casino Guru is examining the case

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news