Green Luck Casino - Povlačenja igrača su odložena.

Good morning, I can access my account, but my withdrawals have been blocked for over two months. I requested a withdrawal via the casino's email support, submitting my details as suggested by the casino's chat support center, but I never received a response. I subsequently contacted the chat center and reported the issue to the operator, but I haven't received any updates either.

Buongiorno, riesco ad accedere al mio account ma ho i prelievi bloccati da più di 2 mesi, ho richiesto il prelievo tramite supporto email del casinò inviando i miei dati come suggerito dal centro assistenza chat del casinò, senza mai ricevere risposta. In seguito ho contattato la chat e fatto una segnalazione all'operatore, anche in questo caso non ho ricevuto aggiornamenti.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

No, I have never withdrawn from this casino. I have never been asked to verify my identity. I have used the slot machines and my winnings have mostly come from real money.

No non ho mai prelevato da questo casinò, la verifica di identità non mi è stata mai richiesta, ho usato le slot machine le e mie vincite derivano per lo più da saldo reale.

Please forward me all the communication between you and the casino customer support regarding the issue with your withdrawals at veronika.f@casino.guru. These can be emails, chat transcripts, or screenshots. I appreciate your time and cooperation.

Unfortunately, conversations with the support chat are not saved, but I have this email exchange and I have not received any response.

Purtroppo le conversazione con la chat dell'assistenza non vengono salvate ma ho questo scambio di email e non ho ricevuto alcuna risposta.

Dear Sasaplay97

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Green Luck Casino representative to join this conversation.

Dear Green Luck Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear All,

Thank you for bringing this matter to our attention.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Greenluck Casino Team

Dear Green Luck Casino Team,

Thank you for the update. We appreciate your cooperation and will await the results of your investigation. Please keep us informed of any developments.

Dear Sasaplay97,

Following a review with our relevant department, your withdrawal is currently on hold. To ensure the security of your account and process your funds as quickly as possible, we require additional identity and payment verification.

To proceed, please provide a clear photo of your government-issued ID, a standard selfie, and a separate verification selfie of you holding your ID with our website clearly visible on a screen in the background.

Additionally, we require photos of your credit card ending in *3217 alongside the official transaction history or statement for this specific card for the month of January.

Please ensure that all images are high-resolution, well-lit, and that all four corners of the documents are fully visible without any information being blurred or obscured.

You can upload them securely through your account dashboard. Once our team reviews and approves these documents, your withdrawals will be processed immediately.

Thank you for your cooperation and understanding.

Best regards,

Green Luck Casino Team

I'm sorry, but as I've already said, I can't access my account. When I try to log in, I'm told my account is under review and I can't log in. So, I can't access my account dashboard and upload the required documents. I can upload them here or send them to your support email address.

Mi spiace ma come ho già ripetuto non posso accedere al mio account, al tentativo di log in mi viene comunicato che il mio account è in revisione e non posso accedere. Quindi non ho modo di entrare nella dashboard del mio account e caricare i documenti richiesti. Li posso caricare qui, o inviarli ad una vostra email di supporto.

Dear Green Luck Casino Team,

Thank you for your response.

The player has clarified that they are currently unable to access their account, as they receive a message stating that the account is under review whenever they attempt to log in. As a result, they are unable to access the account dashboard and upload the requested verification documents.

Could you please confirm whether the player may submit the required documents via email instead? If so, kindly provide the appropriate email address and any relevant instructions for the submission process.

We appreciate your cooperation and look forward to your guidance on how the player can complete the verification procedure.

Dear Sasaplay97,

We are writing to inform you that we have just sent a separate email requesting the relevant documents needed to move forward with your request.

Please review that message and submit your documents directly there. Once we receive the required information, we will immediately proceed with your verification.

Thank you for your cooperation, and please let us know if you have any questions in the meantime.

Best regards,

Green Luck Casino Team

Dear Sasaplay97,

Thank you for the update.

We understand that you were previously unable to access your account dashboard due to the ongoing review. The casino has now confirmed that they have sent you a separate email with instructions for submitting the requested verification documents.

Please check your inbox, including your spam and junk folders, and let us know whether you have received the email. Once you submit the requested documents, kindly keep us informed about the progress of your verification and whether the casino provides any updates regarding your withdrawal.

I sent the email with all the required documents

Ho inviato l'email con tutti i documenti richiesti

Dear Green Luck Casino Team,

Could you please confirm once the documents have been received and provide an estimated timeframe for completing the verification process?

We kindly ask both parties to keep us informed of any further developments.

Dear All,

We are writing to confirm that we have successfully received the documents that the player provided.

Dear Sasaplay97,

Thank you for providing the necessary information. Please be advised that your file has been escalated to the relevant department for a comprehensive review.

Our team is currently processing your request, and we will contact you as soon as an update becomes available. In the meantime, no further action is required on your part.

Thank you for your patience.

Best regards,

Green Luck Casino Team

Dear Green Luck Casino Team,

Thank you for confirming that you have received the player's documents and that the verification is currently under review.

We appreciate the update and will await the outcome of the review. We kindly ask you to keep both the player and us informed as soon as there are any developments regarding the verification and the pending withdrawal.

Dear All,

Thank you for the reply.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates. Thank you for your continued patience in the meantime.

Best regards,

Green Luck Casino Team

Dear Green Luck Casino Team,

Thank you for your update.

We understand that the review is still ongoing. However, as the player has been waiting for quite some time and has already submitted all the requested documents, we would appreciate it if you could provide an estimated timeframe for the completion of the review or share any progress made so far.

We look forward to your next update and hope this matter can be resolved without further unnecessary delays.

Dear Sasaplay97,

We are pleased to inform you that your account has been successfully verified.

As part of this process, we have sent a separate email requesting your bank details to proceed with the manual withdrawal of your active balance. Please review that email and provide the requested information at your earliest convenience so we can process your payout without delay.

Thank you for your cooperation.

Best regards,

Green Luck Casino Team

Dear Sasaplay97,

I'm glad to hear that your account has now been successfully verified.

Could you please confirm once you have provided the requested bank details via email? Also, kindly let us know once the withdrawal has been processed and the funds have been received in your account.

I will keep this complaint open until we receive confirmation that the payment has been completed.

I proceeded to email the casino what was requested.

Ho proceduto a mandare quanto richiesto via email al casinò.

Dear Sasaplay97,

Thank you for the update.

We appreciate your cooperation and are glad to hear that you have already provided the requested bank details to the casino.

Please let us know once the funds have been credited to your bank account. If the payment is completed successfully and your issue has been resolved, you can also use the resolved button to close this complaint.

We look forward to your update

Dear Sasaplay97,

We hope you are well.

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the transaction.

Once the funds have been successfully processed, we will notify you immediately.

Kind regards,

Green Luck Casino

Dear Sasaplay97,

We are writing to inform you that the manual withdrawal has been successfully processed and completed. The funds have now been released to your selected payment method.

Please note that processing times may vary depending on your financial institution. 

Kind regards,

Green Luck Casino Team

Dear Sasaplay97,

Thank you for the update from the casino.

According to the casino, your withdrawal has now been processed. Could you please confirm whether the funds have already arrived in your bank account? If not, kindly let us know if there have been any developments.

We will keep the complaint open until we receive your confirmation. Thank you for your cooperation.

Dear Sasaplay97,

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.

I received the withdrawal

Ho ricevuto il prelievo

Dear Sasaplay97,

We're happy to hear that your issue has been resolved, and we'll mark your complaint as resolved in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in resolving the issue.

If you encounter any further difficulties with this or any other casino in the future, please don't hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru), it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also help other players who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Barbora

Casino.Guru