Lucy's Casino - Hráč se snaží odstoupit z kasina.

This casino is a scam they whant to steal your money, they all request for more and more documents, I have sended all the documets and after 2 weeks they have been accepted, i have request the withdraw 4 times and they have been all cancelled. Now they have blocked my withdraw option for a supposed security check they all invent excuses to not withdraw your money, i have waiting for 2 weeks for my withdraw option to be unblocked again and nothing happen.

Dont use this bookmaker its a scam

Dear Dilan03,

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 if you received confirmation you passed the KYC verification? Have you accumulated your balance using an active bonus or not? Could you please advise which games have you been playing in the casino? (slots, live games, multiplayer)?

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,

Tomas

Dear Dilan03,

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.

We decided to reopen the complaint after we received the following messge from the player:

"My issue is that this casino has blocked the withdraw option from my account without any acceptable justification. Just over three months ago they canceled my withdraw and said I had blocked that option due to a security investigation on my account.

It's been more than three months since the incident and whenever I ask about when I can withdraw my withdrawal the answer is always the same that they are doing a security investigation and they cannot reveal the reasons nor do they have any timeframe for the withdrawal situation is resolved

I have more than 3500 inside this casino and I can't withdraw them since that security check doesn't even make any sense since I sent all the necessary documents and requests and they were all accepted

This situation has no place they are simply trying to steal my money and trying to get me to give it up but that will not happen"

I'm very sorry but you haven't answered any of my previous questions. Please check my first reply and

try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Also, if there is any communication between you and the casino please forward it to my email at tomas@casino.guru

Yes, I went through all the KYC steps, in fact I sent all the documents and a few more that were requested, selfie, video, my identification, proof of address, proof that the phone number is mine, selfie with my national identification card etc etc .

After I sent everything and they informed me that my account was fully verified, when I wanted to withdraw, they blocked that option, justifying a security investigation into my account, where they did not give me any deadline for the end (it's been 3 months) and the answer is that the competent department is analyzing it and they cannot give me any more information. In the chat they don't give any information about anything, they say they don't have the competence to help me.

The accumulated balance was all earned in the sports part, in games almost always live, without using any bonus.

Thanks for listening

Sim, passei todos os passos KYC, aliás enviei todos os documentos e mais alguns que me foram pedidos, selfie, vídeo, minha identificação, prova de morada, prova de número de telefone ser meu, selfie com o meu cartão de identificação nacional etc etc.

Depois de ter mandado tudo e eles terem informado que a minha conta estava toda verificada, quando quis realizar o saque, bloquearam essa opção, justificando uma investigação de segurança na minha conta, onde não me dão qualquer prazo para o fim (já se passaram 3 meses) e a resposta é que o departamento competente, está a analisar e não me conseguem dar qualquer informação a mais. No chat não dão qualquer informação sobre nada, dizem que não têm competência para me ajudar.

O saldo acumula foi todo ganho na parte de desporto, em jogos quase sempre em live, sem a utilização de qualquer bônus.

Obrigada pela atenção

Dear Dilan03,

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

I'll send you our recommendations for websites that deal with sports-betting-related issues via your registered email.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into issues with any online casino and we will try our best to help.