Lucky Star Casino - Player’s withdrawal is delayed due to verification issues.

I am making a complaint regarding of my previous experience with

"lucky star" casino.So my problem contains next topics- first the verification process which was quite not understandable for me, on the October of 9th i was fully verified(all the screenshot of proofs you can see down below). So after fully verifying my account i was playing about 1 month normally and after that security team required the verification of my account second time which is little concerning, because i was already verified as the security have told me.So after that sure i will do as the casino rules say and verify my identity twice, but now i am occurring the next issue, i have sent all the documents which they have required and filled everything, but all the deadlines have been passed and i am still without my funds which i am withdrawing right now and when ask them what's going on and on what stage is my verification, the answer is-"Please wait while the verification process completes".Now i want to complaint about all disrespect i get from this casino and the thing that they i guess do not even care about my case,so ask the casino guru team for help to fix this issue. Please let me know if you will need some additional documents or information from my side. Also i want to mention that it have passed about 27 days since i have filled verification second time and still not a single word from the casino. i am maximally cooperating with casino and all the thing which the have required from my side was completed, but if they do not want to even send a single mail about the situation which i am in then i have no other way to make a complaint against them.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which documents you've been requested to provide for the additional verification? When exactly did you send these documents to the casino for verification?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• When was the last time the casino communicated with you regarding the verification of your account?

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

Best regards

Veronika

Hello. So first to start my main playing usage of the casino was betting, also there was a link which was sent by them on that link i was required to verify my face and ID.They have sent me this link on 15th of november and i filled everything in about 10 minutes i will also attach the screenshot of the mail.I have never used any kind of bonuses on this website.Regarding the verification the only news i have known was that i should wait for the verification process to be finished thats all the information i got from the casino.Please let me know if you will need some additional information.

Thank you for your response. Could you please forward me the documents you most recently sent to the casino that have not yet been reviewed by their KYC department? My email address is [email protected]. I appreciate your cooperation and patience.

Hello, so as i have said previously it was a liveness verification and only my two id photos front and back side of it sure i can send it to your email.

Also i want to add that yesterday i have emailed the casino again to solve this case as soon as possible, but the response from them was still the same,i am contacting them maximally respectfully and trying not to be rude or something of course, but their response is still outrageous.

Hello selrus22,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your email.

Have you also sent any selfies to the casino? In one of the email conversations you shared, the casino requested a photo of your "face with an identity document." This typically means a selfie in which you are clearly visible while holding your ID document next to your face.

Could you please clarify whether you have already provided such a photograph to the casino? If so, kindly let me know when it was sent, or forward it to me as well if possible.

So for the first time there was that type of request from their side, but after i have completed the verification by the link which they sent me they did not required it afterwards so i thought there was not need of that document.I can send it now i don't have any kind of issues with that but i don't think that, this is the issue of whole case.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear selrus22,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika