Stay Lucky Casino - Igrač se bori da dovrši provjeru računa.

I withdrew 2000 euros and submitted all documents to identify myself. Today I recieved an email from management stating that my withdrawal has has been accepted, I then recieved an email stating that my identification wasn't accepted. I sent a photo of my citizen card which is a valid form of identification. Is there anything I can do to help with receiving this money?

Dear Clare,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:

"We reserve the right to decline a withdrawal request if verification has not been completed in full. This verification includes verification of your identity, age and location, and phone number. Verification may include requesting a copy of your identification document, utility bill, etc. In addition, we further reserve the right, at our sole discretion, to demand a notarized ID or any equivalent certified ID according to the applicable law of your jurisdiction."

Have you tried to communicate this issue with the casino? Have you been advised of any alternative picture ID (such as Passport or Driving License) that would be accepted for the verification? Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I don't have a passport or driving licence and yes I have explained this to the casino but I am getting no reply, the I'd that I sent them is certified in my jurisdiction and is also notorised.

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

I am very sorry to hear about your verification problem. 

In this case, we have no other option than contact the casino directly.

I would kindly ask the casino which document could help to verify Clare's account. 

Update, I have recieved an email asking for another picture of the front of my identification, I've sent this so will wait and see what the outcome is.

We would like to ask the Stay Lucky Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.