I really need help from someone at Luck Casino as the KYC team is holding my £6,250.00 for no reason. I have provided all the documents, but they keeps asking for same documents again and again.
This is not small amount and I really need someone to sort this out ASAP.
My username is milapmpatel@yahoo.com
Withdrawal date: 15/05/2024
I have done 15+ e-mail conversations to sort out the issue, but I have not received satisfactory answer for my withdrawal yet.
Hello,
I fear it does not work that simply. 🙁
If you have to get help, please browse this guide 👈 on how we resolve players' complaints.
To point out the important parts, first, we give casinos 14 full days to verify you. Then we have to understand what seems to be the reason for such a complication.
The rest is in the guide.
I know how it sounds, and I'm sorry you're experiencing hard times in the casino. May I know since when you struggled to get verified, please?
The conversation started on 17/05/2024. See below first e-mail from your team. It has stated 2 working days and you are now saying 14 days. I believe 14 days is too long to verify the detail especially when you have all the documents in hand.
Hello, Milap
Thank you for contacting Luck support team
Kindly be advised that the usual timescale is up to 2 working days, please keep in mind that the weekends do not count as working days, thank you for your patience, please wait as our relevant team will review your withdrawal request in the shortest time possible, thank you for your understanding.
If you have any other questions, please feel free to message us via live chat or email.
Have a great day ahead!
Safer Gambling support can be found here:
https://luck.com/uk/safer-gambling
Best Regards,
Luck Casino
Customer Service Team
Hello. You have probably misunderstood Radka, from our forum, wrote to you that our complaint team here at Casino Guru usually gives casinos 14 full days to process the verification and the payment. The support from the casino probably told you it would be ready in 2 days. Am I right?
Have you gotten any updates from the casino by any chance? I hope you will provide some more information regarding all this soon.
Hi, oh I thought Radka is from Luck Casino. See the attached details of e-mail trail. I had 21 e-mail conversations so far. They are only saying that our team is looking into this and resolve the issue ASAP, but I'm not getting any satisfactory answer.
No worries at all. I hope that they will solve the situation soon and that you will be able to get your account verified. Hopefully, any intervention from our complaint team won't be needed. Keep us updated, please.
Hi,
Luck Casino has still not processed my withdrawal. I made withdrawal on 15/05/2024.
They requested couple of more documents which I submitted straightaway, but they are keep saying on their reply that "I regret to inform you that I cannot provide you with a precise timeframe, as there is a substantial volume of requests currently being processed, but we appreciate your patience as we work to process your request as quickly as possible".
Can Casino Guru assist in this matter?
Thanks Romi. I have replied to Kristina.
That is great, thank you. Now we can start to investigate further.👌
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