The player from Mexico faced issues withdrawing 3,500, which she had earned with real money, and had been unable to do so for three weeks. Despite providing various documents for verification, her account was closed without any payout. The Complaints Team intervened by contacting the casino for clarification on the account closure and withdrawal process. As a result, the casino processed her withdrawal, leading to the resolution of her complaint.
Lucky Days Casino MX - Player’s account has been closed.
Amount: Mex$3,500
Lucky Days Casino MX
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.6
Lucky Days Casino MX has a Safety Index of 9.6, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
Public
Complaint Resolution Center Team Lead
Public
1 month ago
Dear chinaxd12,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Do I understand correctly that the casino didn't approve your documents?
- When exactly did you create your casino account, and when was it closed?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
1 month ago
Translation
Yes, thank you. I played slots and. I sent all the documents. But they replied no. The screenshots were approved, and I can show you the documents. They created my casino account by email. It's been a month, and I've made 3 deposits so far, the first one being 200. I paid by card, and the second 200 I paid by card. And they told me I had to do it by transfer so it would work. To make my withdrawal, I transferred 100, and it still didn't work. They closed my account today around 3 pm.
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Public
Public
1 month ago
Translation
I sent them screenshots of my card that I sent with the account password, and the card numbers. They validated my account with my reader ID, but they didn't validate my payment method. I sent this one, and I sent them the account statement they asked for with my information so they could validate that the account was mine and the card as well. But they told me no, that it wasn't approved.
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Public
Complaint Resolution Center Team Lead
Public
4 weeks ago
Thank you very much, chinaxd12, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Complaint Specialist
Public
3 weeks ago
Hello, chinaxd12,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.
Dear Casino Representative,
Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Have her winnings been confiscated?
What needs to be done on her side to complete the KYC process and/or withdraw her remaining balance?
If we are talking about a breach of the casino's Terms and Conditions and any portion of the winnings/balance was confiscated, is the casino able to substantiate its claims and decision with relevant evidence and rules applied?
Feel free to send the necessary details and supporting evidence to my email address ([email protected]).
Thank you.
Public
Public
2 weeks ago
Translation
I sent them the last thing they told me. But they don't answer me anymore.
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Public
Public
2 weeks ago
Translation
Because I loved them, they blocked me with a legal claim.
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Public
Complaint Specialist
Public
2 weeks ago
Thank you for the update, chinaxd12. Do I understand correctly that the casino should pay your balance manually?
Feel free to inform us about any updates or developments.
Public
Complaint Specialist
Public
2 weeks ago
Dear chinaxd12,
The casino representative responded to my email. Your withdrawal should have been processed.
Have you already received the payment? If not, can you please give it a few more business days and provide me with an update?
Thank you.
Public
Complaint Specialist
Public
1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear chinaxd12,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Branislav B, www.kpvfaw.com
