LuckyVegas Casino - Spelaren kämpar för att slutföra kontoverifiering.

Hello,

You can't get to the payment page without first uploading documents. I uploaded proof of address and passport. Then I got an email asking me to upload bank statements and upload my last 3 monthly pay slips. I'm currently not working due to corona - had won large amounts at sunnyplayer and sunmaker a few days beforehand and paid them out on neteller! From this then deposited at luckyvegas. I also uploaded the documents of the prizes because of the source of money. The support refuses to make payments. They insist on pay slips !!! I was able to fully prove that the money paid in comes from other wins !! I have NEVER experienced something like this before - with sunmaker, sunnyplayer or wildz, always unconditional payments! I think it is outrageous to deal with customers like that and I hope to be able to solve the problem without legal help!

MFG fabian

Hallo,

Man kommt gar nicht auf die auzahlungsseite ohne vorher dokumente hochzuladen. Ich lud Adressnachweis und reisepass hoch. Dann bekam ich Email ich sollte Kontoauszüge hochladen und meine letzten 3 Monatslohnabrechnungen hochladen. Bin coronabedingt momentan nicht am arbeiten-- hatte ein paar tage vorher bei sunnyplayer und sunmaker hohe Beträge gewonnen und auf neteller ausbezahlt! Davon dann bei luckyvegas eingezahlt. Die dokumente der gewinne habe ich ebenfalls hochgeladen wegen der geldquelle. Es wirds sich seitens Support verweigert Auszahlungen vorzunehmen. Es wird auf lohnabrechnungen beharrt!!! Das das eingezahlte geld aus anderen gewinnen stammt konnte ich vollends belegen!! Sowas habe ich noch NIE erlebt😡 bei sunmaker, sunnyplayer oder wildz immer anstandslose auszahlungen! Ich finde es eine Unverschämtheit so mit kunden umzugehen und hoffe das Problem doch noch ohne anwaltliche hilfe lösen zu können!

MFG fabian

Dear Fabian,

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. None of the licensed casinos takes KYC lightly.

Do I understand it correctly that providing payslips to prove your income seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Is this your first withdrawal attempt in this casino?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello and thank you very much for your answer! It is exactly like that. I have already uploaded my identity card, proof of address, screenshots from my neteller account and screenshots from my previous wins from other casinos! They all went to my neteller account from which my deposit at luckyvegas was mostly paid. Almost all of them actually. I have never made a withdrawal at this casino before. And it is still on pay slips even though the previous winnings from other casinos make it clear where the money comes from ... Thank you for your effort

Hallo und vielen Dank eratmal für ihre antwort! Genau so ist es. Ich habe bereits Personalausweis, adressnachweis, screenshots von meinem neteller account sowie screenshots von meinen vorigen gewonnen von anderen casinos hochgeladen! Die gingen alle auf mein neteller account wovon grössenteils auch meine Einzahlung bei luckyvegas bezahlt wurden. So gut wie alle eigentlich. Vorher habe ich bei diesem casino noch nie eine Auszahlung vorgenommen. Und es wird trotzdem auf Gehaltsabrechnungen baharrt obwohl ja durch die vorigen gewinne aus anderen casinos klar ersichtlich ist woher das Geld stammt... Vielen Dank für ihre Mühe

Thank you very much, Fabian, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Fabian,

I looked at your complaint and will do my best to help you. I would like to invite Lucky Vegas Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Super thank you!

Sincerely yours,

Fabian s ****

Super vielen Dank!

Mit freundlichen grüssen,

Fabian s****

We would like to ask the Lucky Vegas 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’.

Hello,

Yes, I have now written to support 3 times that I am currently not working and therefore cannot send any pay slips! And every time it comes back that you want to have pay slips for the last 3 months! Therefore I assume that you do not comment here either. If nothing comes here, I will probably not get around a lawyer based in Malta. Nevertheless, I would like to thank you in advance for your effort and help! And hope that the casino still answers.

Mfg fabian

Hallo,

Ja ich habe dem support jetzt 3mal geschrieben das ich aktuell nicht arbeite und daher keine lohnabrechnungen schicken kann! Und jedesmal kommt zurück das sie lohnabrechnungen der letzten 3monate haben wollen!! Daher gehe ich davon aus das sie hier auch nicht Stellung nehmen. Wenn hier nix kommt werde ich wohl um einen Rechtsanwalt mit sitz in Malta nicht drumherum kommen. Trotzdem danke ich ihnen schonmal für ihre Mühe umd hilfe! Und hoffe das das casino doch noch antwortet.

Mfg fabian

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

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

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

"We hope you are well and keeping safe.

Firstly, the LuckyVegas team would like to thank you for voicing your comments and concerns. It's highly appreciated as this gives us a better idea of what might be troubling you and our customers as any input or feedback is taken into high consideration.

On behalf of myself and the LuckyVegas team, we would like to apologize for any inconvenience the matter of verification has caused you.

After reviewing your case, as you mentioned as well, you have submitted documents for verification, and we thank you for your cooperation.

As a casino operator, licensed and regulated, we have an obligation to comply with our casino regulator's requirement regarding account verification process therefore we cannot speak for other casinos which you have quoted as comparison.

In our Terms and Conditions, we state the standard KYC documents we require but also that we require source of funds before a withdrawal is processed. In order to have an uninterrupted gaming experience, we suggest you upload these prior to placing a withdrawal. We understand that you may find this intrusive, and this is not our intention, however we must adhere to the licensing requirements.

We can see the source of funds documents you have provided however, they could not be verified for various reasons. In addition, we are truly sorry to read that the current circumstances over the past year has affected your work status. We are confident that if our Customer Support team were informed of this information, we would have found a solution for your situation.

To conclude, we value you as one of our members Fabian and we’d most kindly ask you to contact our Customer Support department as we are positive that you will receive a solution to the issue you faced.

We are here for you. Thank you again for contacting us.

The LuckyVegas Team"

Casino.Guru Viliam note: Casino asked me to edit their response because they are experiencing some problems accessing our website.

Dear Fabian,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.