Lucky Draw Casino - Hráč se snaží projít KYC.

They refuse to verify my account, even with all details have been supplied

Dear Kerri,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I can only imagine how frustrating it might be for you, but 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. Each casino is unique and proceeds the verification process differently.

Could you please indicate, which documents exactly you have already provided? Has the casino clarified what is wrong with your documents?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru

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 have submitted everything requested, bank statement with all verification details visible and utility bill with all details visability and in full size. Now they are saying its not clear, but it is a clear picture. The requirements change each time I submit verification in order to withdraw funds.

Thank you for your reply, Kerri. Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Thank you Kristina, I have forwarded you the emails that have been sent

Thank you

Kerri

Thank you very much Kerri for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Kerri,

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

We would like to ask the Lucky Draw Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

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 ask to 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 a satisfactory conclusion.

Hello,

We hope this message finds you well!

From the initial uploaded set of documents, the picture ID, as well as the front copy of the card were approved. However, the proof of address did not pass the security filters. The following placeholders we received had some issues as well, the image not showing the full document, or the image being a screenshot, which unfortunately we could not accept for security reasons.

The latest document sent, however, fulfilled all criteria and was subsequently accepted by our security team. We are happy to inform you that all documents sent in are now approved.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

LuckyDraw Casino

Dear Kerri,

can I consider this case as resolved, please?

Dear Kerri,

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.