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Good evening,

It's been exactly 20 days that the site in question continues to ask me for document after document to withdraw my money.

The winnings came from a sports bonus. I wagered the bonus until I met the wagering requirements to convert it into real money. I verified my account by sending selfies, cryptocurrency and bank statements, transaction screenshots, and a utility bill. Despite this, they continue to ask me for documents proving my income. I believe that after sending all of this, they are becoming very intrusive, requesting documents that go beyond common sense.

Buonasera,

sono esattamente 20 giorni che il sito in questione mi continua a richiedere documenti su documenti per prelevare i miei soldi

La vincita è maturata da un bonus sport, ho giocato il bonus fino al raggiungimento dei requisiti di puntata per trasformalo in saldo reale. Ho verificato il mio conto mandando selfie, estratti conto crypto e banca, screen delle transazioni, bolletta. Nonostante questo, continuano a chiedermi documenti che attestino il mio reddito. Ritengo che dopo aver mandato tutto ció, stiano diventando molto invadenti, richiedendo documenti che vanno oltre i limiti del buon senso.

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Stay safe.

Hello,

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 take KYC lightly.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please explain what constitutes your income? Have you provided documents to support this?

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,

Tomas

Sure, I verified my account biometrically with a selfie, sent a utility bill to verify my address, sent all crypto transactions for deposits from my crypto account, sent a screenshot of my crypto account header, and sent two bank statements.

They keep asking for a screenshot showing that I purchased crypto with my bank and then deposited it into their casino. But as I've explained to them several times, this hasn't happened, as I've already had money in my crypto account for a while, money I use for trading or investing. I even provided a screenshot showing that I make numerous transactions every day, including during the period I deposited the money into their site. Despite all my explanations, they continue to ask me for more documents.

Certo, ho verificato il conto tramite sistema biometrico con un selfie, ho inviato una bolletta per verificare il mio indirizzo, ho inviato tutte le transazioni crypto dei depositi dal mio conto crypto, ho inviato lo screen dell'intestazione del mio conto crypto, ho inviato due estratti conto bancari.

Loro continuano a chiedere uno screen dove si vede che io ho acquistato crypto con la mia banca, per poi depositarli nel loro casinó, ma come ho spiegato a loro piu volte, questo non è avvenuto, in quanto avevo già dei soldi nel mio conto crypto da tempo, soldi che uso per fare trading o investire. Ho anche fatto uno screen che dimostra il fatto che faccio molte operazioni tutti i giorni, comprese anche nel periodo in cui ho depositato i soldi nel loro sito. Nonostante tutte le mie spiegazioni, continuano a richiedermi nuovi documenti.

Thanks for the explanation.

• Could you please share with me the relevant communication with the casino regarding these verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your cooperation

Good morning,

I sent everything by email.

Buongiorno,

ho inviato tutto via mail.

I'm updating the case with the latest correspondence. The casino is asking me for a screenshot of the mother-child benefit I receive as proof of income. After sending it, they tell me this proof isn't necessary and that I don't need to send anything else.

I then ask what I should send, they tell me

Aggiorno il caso con l’ultima corrispondenza. Il casinò mi richiede uno screen dell’indennità per le madri con i figli che ricevo come prova di avere un reddito, dopo averlo mandato, mi dice tale prova non è necessaria e che non serve inviare altro.

Io chiedo allora cosa debba mandare, mi dicono

Update: After I sent the documents, they didn't respond. I sent another email to see if there was any news, but they didn't respond. This morning, they emailed me to tell me that since I didn't respond to them and provide the requested documents, they're closing my account. This is crazy.

Aggiornamento: dopo aver inviato i documenti, non mi hanno risposto, ho inviato una nuova mail per capire se ci fossero novità, non mi hanno risposto. Questa mattina mi hanno scritto per dirmi che non avendo risposto a loro, fornendo i documenti richiesti, mi chiudono il conto. Siamo alla follia.

Last correspondence.

Ultima corrispondenza.

Dear liiubov,

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, Romi (romana.r@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,

Tomas

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Luckycapone Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Luckycapone Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

The last email I received was the following: I again asked for an explanation as to why they hadn't checked the documents sent, and I haven't received a response for three days. Also, today I wrote another email because I found a transaction in which I can provide proof of a positive balance in my crypto account, which stems from a withdrawal from another casino, but I haven't received a response to this email either.

L’ultima mail che ho ricevuto è stata la seguente, ho chiesto nuovamente spiegazioni del perché non avessero controllato i documenti inviati e da tre giorni non ho alcuna risposta. Inoltre, oggi ho scritto un’altra mail perché ho trovato una transazione in cui posso dimostrare la prova del saldo positivo nel mio account crypto, che deriva da un prelievo da un altro casinò, ma anche a questa mail non ho ricevuto risposta.

They responded to my email requesting additional proof of deposit today, telling me no documents were needed as they closed my account due to an administrative decision. I told them I had €810 to withdraw, but they told me that upon checking, I had no balance to withdraw, when my account screenshot says otherwise. Now they're even lying about whether I had any money in my account.

Mi hanno risposto alla mia mail di richiesta di invio di una prova aggiuntiva di deposito fatta oggi, dicendomi che non sono necessari documenti in quanto mi hanno chiuso il conto per una decisione amministrativa, dico loro che ho 810€ da prelevare, mi dicono che controllando, non ho alcun saldo da prelevare, quando il mio screen del mio account dice tutt’altro. Adesso mentono anche sul fatto che abbia avuto soldi nel mio account.

The casino claims they no longer want to open my account, with a final decision, confiscating my winnings, because I didn't submit the requested documents within 15 days of their requests. Unfortunately, their last request for documents was dated March 18th, and I responded the same day. If the 15 days had passed on March 18th, there would have been no point in even asking for further documents. Furthermore, I took into account all their delays in responding: 2-3 days, added together, equals 12 days to respond to 4 emails. To tell me that I didn't send the documents (I always responded the same day as the request) on time is completely embarrassing. But surely, they won't even come here to respond.

Il casinò sostiene di non volermi più aprire il conto, con decisione definitiva, confiscandomi le vincite, perché non ho presentato i documenti richiesti entro 15 giorni dalle loro richieste. Peccato che l’ultima loro richiesta di documenti era datata 18 marzo, con mia risposta lo stesso giorno. Se fossero passati i 15 giorni il 18 marzo, non avrebbe avuto senso nemmeno chiedermi ulteriori documenti. Inoltre, ho tenuto conto di tutti i loro ritardi nelle risposte, 2/3 giorni, sommati, fanno 12 giorni per rispondere a 4 mail. Venirmi a dire che io non ho inviato i documenti (ho sempre risposto il giorno stesso della richiesta), in tempo, è del tutto imbarazzante. Ma sicuramente, non verranno nemmeno qui a rispondere.

We would like to ask the 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’ which may negatively affect its rating.

I'm attaching my latest correspondence. The casino is determined to close my account because I didn't meet the 15-day deadline to provide the documents. Unfortunately, as I note with the screenshots, I always responded promptly, providing what they requested, yet I had to wait up to three days for a response. Despite the fact that it's their fault, they don't want to give me the opportunity to send additional documents to withdraw my winnings. I also want to point out that they asked me for the same documents twice, the first time telling me they weren't suitable, and the second time asking me to send them back. Their confusion and delay in responding are undeniable, but then again, what would they do to avoid paying me my winnings?

Vi allego la mia ultima corrispondenza, il casinò è convinto di chiudermi l’account perché non ho rispettato i 15 giorni per fornire loro i documenti. Peccato che, come faccio notare con gli screen, io abbia sempre risposto in maniera tempestiva, fornendo ciò che mi hanno chiesto, e per una loro risposta ho dovuto aspettare anche 3 giorni. Nonostante la colpa sia loro, non vogliono darmi la possibilità di mandare ulteriori documenti per prelevare la mia vincita. Tengo inoltre a precisare, che mi hanno chiesto per ben due volte gli stessi documenti, dicendomi la prima volta che non andavano bene, e chiedendomi una seconda volta di rimandarglieli. La loro confusione e ritardi nelle risposte è innegabile, ma del resto, cosa non si fa pur di non pagarmi le vincite.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi