LuckyWins! Casino - Povlačenje igrača je odloženo zbog tekućih problema sa verifikacijom.

I won on my first deposit in casino, I used welcome bonus in this deposit and played slots, when I wanted to withdraw, my nigthmare started, 5-6 times they rejected my withdrawal and I had to upload new documents, id cards, selfies and in the end they allways want some new thing to send them. They made impossible to finish verification procedure because i got lucky on my first attempt to play. Please help me, and others, be aware if you win quickly, forget about your money.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear ante0777,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

I submited and they confirmed my ID card, I made also upload of selfie with ID card, after they asked for selfie with id card and note and date, then they asked for selfie winking, then and last which I didnt made upload because Its going mad, upload with id card in front of my house seing house number. It became too much and never ending and their only purpose is not to verify my account.

Thank you very much for your reply, ante0777. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear ante0777,

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 sent you correspondence on email 10 days ago, I will resend. In meantime, they closed my account and confiscated full balance.

Dear ante0777,

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, Samuel (samuel.s@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,

Kristina

Dear ante0777,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from LuckyWins! Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear LuckyWins! Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

We can confirm that the account in question was closed after a failed verification process.

We have sent an explanation and the specific evidence to the Casino Guru team privately.

Kind regards,

Lucy @ LuckyWins

There is difference between failed verification process and your intention to push me forward and forward until I fail your verification procedure. You could also shut down site and say you closed my account because I didnt made succesfull login. Its ridiciolous, because I won large on my first deposit and bet, you made verification nightmare and non ending story! Nice welcome gesture for new players! Just come here to lose your money. You asked for id card, you got it, you asked for selfie, you got it, you asked for some extra selfies like Iam kidnapped, you got it but you didnt had intetion to stop. Nice invitation to new players. I asked you nice just to release my funds after I sent you all documents and close my account if you dont want me there, but you wanted both.

Hello everyone,

thank you both for your cooperation and for providing additional information regarding this case.

I have carefully reviewed the explanation and evidence submitted by the casino privately, including the verification materials related to the account review process. Based on the evidence provided, I find that the casino has presented sufficient grounds for the account closure and confiscation of winnings due to serious concerns identified during the verification process. In particular, the submitted documentation raised substantial authenticity concerns during the anti-fraud review, and the casino’s actions appear to have been taken in accordance with their security and Anti-Fraud policies.

While I understand the player’s frustration with the verification procedure, casinos are obligated to perform identity and fraud prevention checks, especially in cases where irregularities are detected during the KYC review.

After assessing all currently available evidence, I am unable to conclude that the casino acted unfairly in this matter.

For this reason, this complaint will now be rejected.

If the player disagrees with this outcome, they still have the option to escalate the matter directly to the casino’s licensing authority or appointed ADR service. Information regarding the relevant authority should be available in the casino’s Terms & Conditions or in the footer section of the casino’s website.

Best regards,

Samuel

Casino Guru