Lucky Red Casino - Se ha denegado el retiro del jugador.

The Casino didn't allow access to the withdrawal section even after my account verification was completed. After contacting the Casino, my funds were removed under the claim that my address details were incorrect because the house number was missing. However, at the time of registration, the second line of the address, where the number should go, did not have an asterisk indicating it was a mandatory field. They subsequently canceled the amount, which I believe was an act of bad faith to avoid paying out on winnings accrued solely from bonuses.

O Casino não liberava a parte do caixa para retirada mesmo após ter terminado a verificação, após contato com o Casino o valor foi retirado alegando que meus dados estavam errados pois faltava o número da casa, sendo que não hora do registro a segunda linha de endereço onde vai o número não estava com o asterisco de requisito obrigatório no cadastro, após isso cancelaram o valor simplesmente, creio que em um ato de má fé para não pagar um levantamento feito apenas com bônus.

Dear NicholasBertoncini,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Red Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is the number of your house specified on the documents you submitted for verification?
• Was there enough space to fill your house number in the registration form's first line asking for the address?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear NicholasBertoncini,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

In the documentation section, there were three options to choose from: ID, proof of residence and credit card.

I think there was enough space.

Unfortunately I only have the email that was sent to me when they removed the bonus, the chat conversation in which I asked for help with the withdrawal I didn't record.

I sent you an email.

Na parte de documentação havia 3 opções para escolher, identidade, comprovante de residência e cartão de crédito, optei pela identidade.

Creio que havia espaço suficiente.

Infelizmente só tenho email que me foi enviado quando removeram o bônus, o conversa pelo chat em que pedia ajuda em relação ao saque não registrei.

Lhe enviei um email.

Thank you very much, NicholasBertoncini, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello NicholasBertoncini,

I am so sorry to hear that your withdrawal was denied. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Lucky Red Casino representative to join this conversation and participate in resolving this complaint.

Dear Lucky Red Casino,

Could you comment on this?

Thank you in advance for providing the information.

Hello,

Thank you for bringing this to our attention. 

In regard to the above mentioned withdrawal request, we're looking to clarify why the winnings have been voided. 

Upon review, it was identified that the information provided during the account registration was incomplete and did not meet the requirements set forth in our Terms and Conditions.

As outlined in Section 12 of our Terms and Conditions

"The player is required to provide their complete, current, and full personal details, including a phone number where they can be contacted. Incomplete, inaccurate, or fraudulent information may result in the player’s account being closed and any bonuses and winnings being removed."

We have also reviewed the claim regarding insufficient space for entering the required information. Our system provides ample space for players to input all necessary and accurate details during registration. Unfortunately, as this requirement was not met, the winnings were voided.

We understand this may be disappointing however, adherence to the Terms and Conditions ensures a fair environment for our players. 

Thanks

Dear Lucky Red Casino,

Thank you for your response and the information provided. Could you be more specific and state which information the player has entered into the registration form and which he hasn't? You can paste it here or send it to my email address, stefan.m@casino.guru.

I'll be awaiting your reply.

The only thing missing was the address number, phone, email, street, neighborhood and zip code, everything was provided, I even sent photos of documents through the verification stage.

Única coisa que faltou foi o número de endereço, telefone email, rua, bairro CEP, tudo foi fornecido, até mesmo mandei fotos de documentos pela etapa de verificação.

Dear Lucky Red Casino,

Could you provide us with some evidence? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting for your reply.