Good morning,

last week I won 3000 euro in this casino. Very happy about that and excited to receive my money. However, now luckybull and their kyc verification process is a big nightmare. First I uploaded a front and back of my driving license and bank card, bank statement, utility bill and the debit from my bank to luckybull. I received a message that my bank statement was not correct(was an jpeg, needed pdf), but all the others were accepted and if i send them the pdf bank statement my verification process was finished. So i uploaded the pdf bank statement in the hope everything was finally fixed.

However, now they ask for 5 more copies from my bank cards and paysafe account and muchbetter account. Also they need proof of those deposits... Probably used them 5 years ago somewhere at a sister casino, but i don't have access to the bank accounts and paysafe/muchbetter accounts. They cant even provide the date of the deposits i did at their sister casinos, so i cant ask for them. So i don't know how to solve this. In my opinion, proving the bank account i used when depositing(i only did 1 deposit) at their casino should be enough( did that at lot of other casinos and always accepted).

How can i solve this www.kpvfaw.com?

Dear tw230518,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying deposit methods that have been used in sister casinos seems to be the only obstacle standing between you and your winnings? Could you please confirm that you have used only one payment method to deposit funds into your LuckyBull Casino account?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela,

Thanks for your time and help. Yes you're right, I used 1 deposit method(ideal) with my bank. I only did 1 deposit at this casino as I just opened it.

I provided the proof of deposit from that deposit and send a copy of my bank card(front and back). The things they need now are 3 proofs of bank accounts( 2 of them I don't know even ) and 1 i don't have a debit card. Furthermore, they need proof of my deposits of muchbetter and paysafecard. I checked my muchbetter account, but cant find any deposits to condor gaming ltd.. furthermore, paysafe changed their T&C, before 2021 you didn't need to have an account and could just fill in the code of your paysafe. Now I cant find any deposit within my paysafe account and as its almost sure(i don't use my account often) that I used just the paysafe code without using the account.

I hope you can help me and I'm happy you already took your time to answer.

Best

Thank you very much, tw230518, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

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Hello tw230518.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Would you please explain why tw230518 needs to verify other payment methods that he used in the other casinos?

I would like to add somethting. As i didnt have a bank card, I now asked the banks involved (found out it was a bank where I closed my account with, the deposits were made in novermber/december 2019) to send me a bank statement. I received those and send them now. There is more information on the bank statements than on a bank card, so hopefully they will accept this now and will finish the verification process. Furthermore, muchbetter send me a statement with the deposits to them, they are more than 2 years ago, that's why I couldn't find it. Ive send over 15 documents now, so I expect they have to accept it now and complete verification.

im happy to confirm that my verification was accepted. now lets wait for the money to arrive in my bank account as its still pending

Oki, thanks for the update.

Let's wait and hopefully, the money will soon reach your account.

Hello tw230518.

Any update regarding your case?

Did you receive your winnings?

I received the first payment of a 1000. They will pay it in 3 terms( dont know why, its not in their t&c).

so lets hope the next 2 will arrive soon

Hello tw230518.

Would you please let me know if you received the next payment?

Because tw230518 didn't respond we believe that the payments were paid as scheduled. We are closing this complaint as resolved.

Tw230518 you can reopen the complaint anytime.