LuckyBull Casino - Hráč má potíže s dokončením ověření účtu.

hi

i have a real problem with lucky bull casino...they are asking for more and more documents to verify my ID .

i already provided 99% of what they are asking to verify my ID..a pdf bank statement not older than 2 months, cellphone and internet bill pdf format, driver license front-back, health care front-back,debit card with hided numbers front-back transaction history of my instadebit account with the deposit to lucky bull...i thought maybe they are really into security which can be good but they keep going,if a document is exactly what they want , i resend the documents and give them exactly what they want to finalize this ID verification but....they want another document lol to a point that my bank simply don't want to provide a special bank statement with my name( which is already on the standard bank statement i already provided) address and IBAN and date ...

i mean everything is already here on the bank statement but they are asking for the impossible just to in the end, not payout any money.

the funny part is that i ask them to verify my ID so i can deposit and cash out when i want because i was playing on an account not verified and i didn't like it.....but they are acting like im asking for a payout and that's why they really need my IBAN from my bank account when i deposited with instadebit and plan to cash out with instadebit...i mean anyways just for 308$ ..they looking for trouble i don't understand all that for that amount of money....they really really dont want to pay anything

Dear mymistake,

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.

Have you been advised what specifically seems to be a problem in verifying your account? How many days ago you have requested a withdrawal and apply for the account verification?

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,

Petronela

hi

i haven't requested a withdrawal yet...

---Have you been advised what specifically seems to be a problem in verifying your account? How many days ago you have requested a withdrawal and apply for the account verification?

verifying your ID is just the right thing to do...win or lose I didn't want to put a lot of time into this and having a problem with verification later..i saw that wasn't easy to upload documents on the browsers as you need to provide 5 documents at once or nothing and it doesn't work...given to my e-mail history I'm trying to verify my ID since the 29 of July.

Have you been advised what specifically seems to be a problem in verifying your account? i send plenty of documents, each and every one of them had an issue, but right now the bank statement is the one they want to know more about....they don't see the date, the name , the numbers

Thank you very much, mymistake, for your reply. We always recommend players to fully cooperate with casino and provide all the required documents in the correct format and as soon as possible. Could you please advise if you will send another bank statement with all the required information?

hi

Could you please advise if you will send another bank statement with all the required information?

No i wont..i cant get a bank statement with more information from my bank,,,i been gambling for a very long time those bank statement has always been accepted until this day

Could you please confirm that all the requested information is apparent on the bank statement? If it wasn't accepted, the format might have been incorrect. I'm not saying it was, just suggesting possible solutions. If you could confirm that all the required details are clearly visible on the bank statement and the correct format has been sent, afterwards, we will contact the casino. Thank you very much in advance.

hi

yes yes and yes i confirm everything is good to go

Thank you very much, mymistake, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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 mymistake,

I'm Nick and I'll be assisting you from now on in your issue. I would like to ask LuckyBull Casino to join us and help us resolve the player's issue.

hi

i received this e-mail this morning

Hope you are doing well!

We are happy to inform you that your documents verification process is now complete!

This means that we can handle any open payout request you may have, and your payouts will be handled way faster in the future.

We hope you experienced it not as too much of a hassle.

Have a great day and the very best of luck on your future gameplay!

Sincerely,

Rose,

legal.department@luckybull.com

but after reviewing my account i still cant request a whitdrawals , because you need to request a sms code in the cashier before requesting a whitdrawl (which you enter to confirm ) but i dont receive the sms in question , there no sign that it works.

i think i rather keep my case open until cashout is been processed

hi

verification is done and whitdrawal has been processed!

everything seems fine..like it should be!

besides the long wait and lots of uneasy back and forward...hard to understand but somehow everyone is happy we can now close this case in my opinion and move on 🙂

Dear mymistake,

Thank you for letting us know that the issue has been resolved. We will be closing the complaint now as resolved. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly help you.

Best regards,

Nick

Casino.guru