The player from Germany is experiencing difficulties verifying their account. In the meantime, verification was successful and winnings were paid.
Playluck Casino - Player’s struggling to complete account verification.
Amount: €4,000
Playluck Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
Public
Public
4 years ago
Translation
I deposited 50 and got 50 bonuses, wagering requirements of 35 times were met, paid out 300, canceled one day later, then I won 400 and, 700 requested a withdrawal, canceled a day later and played with 300, then I won 4000 and requested a withdrawal. Already sent some documents yesterday and today, but I can't offer bills from utilities such as electricity and gas because I live in an employer's household, I don't pay for electricity and gas there, but the casino does not want to accept that and insist on the bill from Electricity or gas. I've already written to him twice that I live in an employer's household and have no bills. What should I do?
Automatic translation:
Public
Public
4 years ago
Dear Stephan,
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. None of the serious and licensed casinos takes KYC lightly.
Do I understand it correctly that uploading your utility bill seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
4 years ago
Translation
There is no electricity bill, because my boss pays for it all, because I live in his house, that's the problem. And that for 10 years. But the casino doesn't want to recognize that. I live on a small island, work here and live with my boss in a room where I don't have to pay for electricity or gas. If I don't pay that, I can't pay a bill upload
Greetings Stephan
Edited
Automatic translation:
Public
Public
4 years ago
Thank you very much, Stephan, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
4 years ago
Translation
My documents have been accepted in the meantime, now I'm just curious if there will be money. Please don't close the case yet, because according to the e-mail my payout should be processed on the 10th. The casinos always find a reason not to have to pay
Edited
Automatic translation:
Public
Public
4 years ago
Translation
Hello Stephan,
thank you for contacting us at PLAYLUCK .
I can inform you that your documents have been accepted. Please note that it can now take up to 2 working days for your withdrawal request to be processed.
Today 10.10. I had to send all the documents again. I don't know what this delay tactic is about
Edited
Automatic translation:
Public
Public
4 years ago
Translation
Money was transferred, top casino, I am very satisfied. absolutely recommend the casino
Edited
Automatic translation:
Public
Public
4 years ago
Dear Stephan,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.
Best regards,
Viliam
