LightCasino - Hráč čelí neustálému odmítání ověření profilu.

I want to withdraw my winnings of PLN 2,000, the casino wants me to verify my profile - there is no problem - I sent them invoices / loans / gas bill / utility bill / telephone, various types of transfers, confirmation of address, and each time they reject the applications.

It's impossible to communicate with the chat, they keep writing that they want the documents they receive, I would really like to ask for help in this matter because I simply can't deal with them anymore.

Of course, they do not respond to emails.

Hello Adreon,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LightCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello, the last communication with the casino took place yesterday and it was based on the principle (You keep sending the same documents), which is not true.

The ID card was accepted, but the address was not confirmed.

I have already sent them various documents, a telephone bill, a TV bill, even a bank transfer with an employment contract, a bank statement confirming that I am the owner and they confirm my address, everything I can, I had an old gas bill which they rejected, but I rent and I don't have it another .

I just can't send them the document to please them - the case has been going on for 12 days, but they reject it after 1-2 days at most, so I've had a lot of attempts.

They have written that they do not accept transfers. I understand, so I sent them invoices for the Internet / TV / telephone because that's all I have, the lease agreement is from 6 months ago, so I can't give it to them and it keeps being rejected.

What's more, communicating with this chat is a nightmare because they don't write specifically what doesn't fit, you just send the same text over and over again, and when I ask what document I should send, the answer is something like, in the panel see what you must upload ? It must be a bank statement. which they also got.

Hello Adreon and thank you for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Adreon,

I've just reviewed your case and am very sorry that you came across such an issue. To help you resolve the problem, I will now contact the casino.

I'd like to invite LightCasino to join this conversation and participate in the investigation.

Can you please specify what documents you exactly need in order to verify the player?

Thank you.

Kind regards,

Tomas

 after sending the document from the court, they accepted it.

I sent others earlier and they always rejected them, but now its ok and they paid the money too

Case closed.

Thank you

Dear Adreon,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas