DuckyLuck Casino - Hráč se snaží dokončit ověření účtu.

I have played on this site continuously lately and finally ended up winning $600. I submitted the documents they asked for however I fail to understand why my current address is of national security. I have contacted them the only way you can and was told my withdrawal will be handled first thing tomorrow a few times. Today an agent said they needed more documentation which I submitted immediately only to be told it will be another 48 hours for someone else to simply few an email. You don’t have to go through all this red tape to make a deposit but as soon as someone wins a dime you get the constant run around and keep being led to believe that you will receive your payout the next day, no I mean the next day, no I mean 48 hours?? Something isn’t right with this one and you never get the same agent, they must have a huge office!!!

Dear mrguess70,

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 takes 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 you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

I submitted my documents in 6 days ago and I understand that there is process to verify individuals but once I submitted my documents it said it should take 48 hours so I waited 3 days and when I spoke with an agent I was told they were sending my things over for the verification department to look things over and that I should hear something the following day, the next day I spoke with a different agent and was told the same thing again, then today I spoke with a different agent who had me submit more documentation and this time I was told it would be another 48 hours which is why I came here.

Another day goes by and still no pay out, I’m seriously starting to lose hope that I will ever see it. I mean why is it so important that the site knows where I live, is someone gonna stop by for dinner? I’m really disappointed and really like playing on the site but this experience leaves me with doubts. The crazy thing is that they are listed as 1 of the top 10 sites for U.S. players, and another site has them blacklisted? Guess I trusted the wrong website!!!

Day 12 now and still haven’t received my withdrawal, just keep being told that the review team has to go over my documents even though I made my deposit with Bitcoin. There definitely wasn’t all this red tape to make a deposit but the review team at DuckyLuck is so covered up that they haven’t been able to look at an email and punch a couple of buttons in 12 days. I’m starting to think I won’t ever see a dime, but will continue to keep you guys posted. I take some of the blame, I should have done better investigating the site but some Bozo had the site listed in their top 10 but at this rate it wouldn’t make the top 10,000 in my book.

Thank you very much for your reply, mrguess70. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear mrguess70,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.