iLucki Casino - Igrač se bori da dovrši provjeru računa.

The casino is reluctant to pay out bonus wins, if withdrawing is attempted, so I cannot recommend iLucki. It is not unusual to require documents, or even a selfie. However, I did provide a selfie with the explicitly required note with a phrase "Hi, Casino", as instructed, but then another selfie was required, with the changed phrase "iLucki". Having provided this selfie, yet another was required with "better quaiity" - along with a new photo of ID that was already accepted, as well additional documents. How very sad and ridiculous. This casino is unreliable. I`m glad it was revealed before another deposit. Never again. 

Dear Niko,

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.

For the future references, when you’ll be asked for a selfie with ID documents, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Have you been advised what specifically seems to be a problem in verifying your account?

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

Hello

Thank you for your reply.

The said guidelines were followed, and the selfie was perfectly clear with the required note with a text, followed to the letter - both times.

It is noteworthy that the casino presented another version of the text required after the first selfie was sent, and having met the demands of another selfie, new, additional requirements were sent, not required before, even including a new picture of the passport, which contained no problems before.

The requirement of "better quality" of the picture was the only one provided - yet there were no problems with the picture before, only with the text in the note.

I have closed my account yesterday, but other potential customers should be warned.

Once again, I’m sorry to hear about your negative experience. Since you have closed your account, I’m afraid, there is not much we can do for you. I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. 

Is there anything else we could try to help you with or this case can be closed now?

This is fine, thank you.

I hope you’ll find a casino that can offer you a better experience and will be more suitable for your requirements. I will reject this case now but please, do not hesitate to contact us if you run into any issues with other casinos. Thank you very much for your understanding. I wish you best of luck.