Lucky Casino - Hráč se snaží dokončit ověření účtu.

They closed my account without giving me any reason to contact their support email but told me I was playing luckycasino, not their gambola, can I provide screenshots, they are trying to embezzle my deposit

Dear FumiakiYabe,

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.

Do I understand correctly that providing a picture ID seems to be the only obstacle standing between you and your winnings?

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

I understand the importance of KYC and I also know they take time to process, but they closed my account without any notice, I can't play the game and I can't see where my money is. They just asked me to provide my ID again and again, and I also provided it again and again, including my selfie, as well as a separate photo of the ID, even if my selfie had a date, they still chose to ignore it.

Thank you very much, FumiakiYabe, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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 FumiakiYabe.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Please explain what happened and why FumiakiYabe's account is now closed.

To be honest I don't know why my account was closed. They didn't give me any reason, they just sent me this email:

Mr. Yabe

Thank you for using Gambora.

Currently, the account you are using is temporarily frozen for security reasons.

If you wish to reopen your account, please submit the following documents.

We could not accept the identity verification documents currently submitted by the department in charge.

Please submit the following documents again.

・ Identity verification documents that have not expired, one from the list below

・ Driver's license (both sides)

・ Basic Resident Register Card with photo (both sides)

・ Passport (only for pages with photos)

・ Individual Number Card (both sides) * Please hide the number of the individual number on the back side when shooting.

・ Alien registration card, residence card, special permanent resident certificate (both sides)

Then I provided my ID at least 3 times, and my selfie, and they kept asking me to provide my ID photo once and for all, and they were never satisfied

To be honest I don't know why my account was closed. They didn't give me any reason, they just sent me this email:

Yabe様 

ギャンボラをご利用いただきありがとうございます。 

現在、お客様がご利用されているアカウントは、セキュリティ対策のため一時凍結とさせていただいております。 

アカウント再開をご希望の場合には、以下の書類のご提出をお願いいたします。 

担当部署にて現在ご提出いただけている本人確認書類は受理できませんでした。

以下の書類を再度ご提出いただきますようお願いいたします。

・ 　ご本人確認書類  有効期限内のもの、下記のリストの中から一つ

・運転免許証 （両面）

・写真付き住民基本台帳カード （両面）

・パスポート （写真付きページのみ）

・個人番号カード（両面）※裏面の個人番号の数字は隠して撮影して下さい。

・外国人登録証明書、在留カード、特別永住者証明書（両面） 

Then I provided my ID at least 3 times, and my selfie, and they kept asking me to provide my ID photo once and for all, and they were never satisfied

In fact, I have no choice but to take my money, but I want to say it, I hope that players who want to play this casino in the future will see my comments and stop going to this casino, including his sister casino, They are there to rob you of your deposits.

Hello FumiakiYabe.

I am in contact with the casino representative via Skype.

The problem is that your bank statement doesn't prove that the account belongs to you.

*Maybe you sent the screenshot where the account owner is not visible

All you need to do is correctly send the KYC documents.

*You sent them three times your ID that had "photoshop" in it. (here, I am not sure what it means, but please try to send another clear photo and do not adjust it in any program)

If you send the KYC documents as the casino requests them, you should be able to withdraw money.

Dear FumiakiYabe,

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 the further investigation or suggest possible solutions. However, based on our last information, we believe that we identified the problem, and verification was successful.

The player can reopen this complaint anytime.