Lord Lucky Casino - El jugador tiene problemas para completar la verificación de la cuenta.

A deposit was made at this casino via Apple Pay. A win of €260 should be paid out. After several days, proof of my paysafecard e-wallet was requested, showing the last deposit, my customer number and my name (such proof cannot be provided because the e-wallet under the heading "Transactions" only shows the customer number and never the name of the account holder is also displayed).

The money was not paid out and is no longer in my player account.

Bei diesem Casino wurde eine Einzahlung via Apple Pay getätigt. Ein Gewinn von 260€ sollte ausgezahlt werden. Nach mehreren Tagen wurde ein Nachweis meines paysafecard eWallets verlangt, auf dem die letzte Einzahlung, meine Kundennummer sowie mein Name ersichtlich sind (ein solcher Nachweis kann nicht erbracht werden, da in dem eWallet unter der Rubrik „Transaktionen" lediglich die Kundennummer aber niemals der Name des Kontoinhaber mit angezeigt wird).

Das Geld wurde nicht ausbezahlt und ist mittlerweile auch nicht mehr auf meinem Spielerkonto.

Dear fabianrigsinger,

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.

Do I understand correctly that verifying your Paysafe account seems to be the only obstacle standing between you and your winnings? Have you provided any other documents to verify your identity?

Also, have you been informed by the casino that the missing document is the reason why your balance disappeared?

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

Yes, Paysafe account verification is the only obstacle. My player account is verified. I have attached the information about the missing document from the casino to you

Ja, die Verifizierung des Paysafe Konto ist das einzige Hinderniss. Mein Spielerkonto ist Verifiziert. Die Information über das fehlende Dokument seitens des Casino habe ich Ihnen als Anhang beigefügt

Thank you for your reply, fabianrigsinger. Is there any other relevant communication between you and the casino that would help us in this case? If yes, please forward it to kristina.s@casino.guru.

After contacting the live chat again, I was told that I had to open my paysafecard wallet via Google Chrome, the transaction, my name and the customer number would be displayed here. That's not correct either. According to paysafecard, there is no page on which the desired information is together

Nach er erneuter kontaktieren des Live Chat wurde mir gesagt, ich muss über Google Chrome mein paysafecard wallet öffnen, hier würde mir die Transaktion, mein Name und die Kundennummer angezeigt. Auch das ist nicht korrekt. Es gibt laut paysafecard keine Seite, auf der die gewünschten angaben zusammen stehen

Thank you very much fabianrigsinger for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.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.

Hi fabianrigsinger,

I've just reviewed your case and fully understand your concerns about the problem with the payment method verification. I'll try my best to help you by contacting the casino.

I'd like to invite a representative from Lord Lucky Casino to join this conversation and participate in the resolution of the complaint. Could you please share more information regarding the player's complaint from your side? Can you please confirm that the player has uploaded a screenshot from his Paysafecard e-wallet but it hasn't met your requirements? Are you sure that demanded format of the documents can be obtained since the player informed us that it's impossible to do in his account?

Thank you in advance for your cooperation in the case.

Regards,

Natalia

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’.

Hi fabianrigsinger,

Since there's been no reply from the casino regarding your case, we cannot continue resolving this complaint and, as per our policy, we are forced to close it as ‘unresolved’.

I am sorry I couldn't help more, but at least closing this complaint as unresolved will make a negative impact on the casino's rating and other players will learn about your experience in our review.

I hope you won't come across a problem like this again.

Regards,

Natalia