Lucky Star Casino - La verificación de la cuenta del jugador está retrasada.

They won't verify my account. It's been over 72 hours and nothing's happened. I have all my documents up to date... I want my account verified because I uploaded my ID and even photos to the platform, and it hasn't been verified even though the information is the same. It's all very stressful, especially since the live chat is terrible (rude). Your help is appreciated.

No me quieren verificar la cuenta llevo días más de 72 horas y nada tengo todos mis documentos al día...quiero que me verifiquen la cuenta ya que en la plataforma subí mi carnet incluso fotos y no me verifico siendo los mismos datos todo ya es estresante ya que el chat en vivo son pésimo (ordinarios ) se agradece su ayuda

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Dear Tunember,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Could you please confirm whether you have submitted all of the documents requested by the casino for the KYC verification process?
• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?
• Do you currently have any pending withdrawal requests?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

If everything has been sent, I have no pending withdrawals, and I've spoken to them several times. I've been sending the documents for many days now, but the customer service is very bad.

Si es enviado todo no tengo retiros pendiente y en hablado varias veces ya llevo Artos días enviando los documentos pero el servicio al cliente es muy malo

I've been waiting for about a week and nothing. I keep getting a message to contact support, then the "verify contact support" option, and they make you wait two hours just to tell you your request is being processed. You have to wait... I sent everything to email everywhere and they still haven't verified it. I think it's a scam because their customer service is terrible.

Llevo como una semana esperando y nada me sale un mensaje contactar a soporte en la opción de verificar contacto a soporte y te hacen esperar 2 horas para decirle que si solicitud está en proceso debes esperar ....envié todo al correo a todos lados y nada que verifican yo creo que es scam porque atienden super mal

Dear Tunember,

Thank you very much for your update.

To better understand the current status of your verification, could you please clarify the following:

• Which specific documents have you already submitted to the casino for verification, and when did you submit the most recent ones?
• Has the casino clearly informed you whether any specific document is still missing, rejected, or needs to be resubmitted? If so, which document and what reason did they provide?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hello Tunember,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru