LuckyStart Casino - El retiro del jugador se retrasa mediante la verificación de documentos.

Hello, I have been waiting for the approval of my first withdrawal since January 5th.

They have repeatedly asked me for a document of my last deposit, which I have already uploaded two days ago.

Hallo, ich warte schon seit dem 05.01. auf die Genehmigung meiner ersten Auszahlung.

Immer wieder wurde von mir ein Dokument meiner letzten Einzahlung gefordert, was ich aber auch bereits seit 2 Tagen hochgeladen habe.

Dear QueenLea, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Is the proof of your last deposit the only document that has not yet been approved?

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, 

Veronika

So, they have just canceled the withdrawal request again, even though I had already submitted the exact proof that was required 3 days ago.

Also, sie haben die Auszahlungsanfrage jetzt eben wieder storniert, obwohl ich genau den Nachweis, der verlangt wird, vor 3 Tagen bereits eingereicht habe.

Thank you for the update. Could you please confirm if you sent the proof of deposit as a PDF file? Or did you send it only as a screenshot?

So, to verify my bank account, I should upload a complete bank statement in a PDF file for the period 01/05/2024 - 01/11/2024.

I uploaded the PDF around 2 a.m. today.

And told customer service who said he would forward it. Now I'm waiting.. 😊🙏

Also, ich sollte für die Verifizierung meines Bankkontos einen vollständigen Kontoauszug in einer PDF-Datei für den Zeitraum 05.01.2024–11.01.2024 hochladen.

Die PDF habe ich heute ca. 02 Uhr hochgeladen.

Und dem Kundenservice Bescheid gegeben, der sagte, er leitet es weiter. Jetzt warte ich.. 😊🙏

Thank you for the update. Could you please advise if your statement was approved?

Dear QueenLea,

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.

Hello no. I think it's still under review. But I didn't care anymore because after I wrote my last comment here, I waited almost 3 whole days again and asked support every day. And then I simply gambled away the €80. Because I can do without such snotty pages.

But thanks to the Casino Guru team for their efforts, you guys are really tough ❤️🎰🙏☺️

Hallo,nein. Ist immer noch in Prüfung denke ich mal. Ist mir aber auch egal geworden, weil nachdem ich hier meinen letzten Kommentar geschrieben habe, habe ich fast 3 ganze Tage nochmal gewartet, und jeden Tag beim Support nachgefragt. Und dann habe ich die 80€ einfach verspielt. Weil auf so Rotz Seiten kann ich verzichten.

Aber lieben Dank an das Casino Guru Team für die Bemühungen, ihr seid echt stramm ❤️🎰🙏☺️

That's a shame. I am sorry to hear that you played away your balance. This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika