I made a €50 deposit to luckylois casino and did not choose any bonus. I won €500, of which I played another €100, now €400 is waiting in the game account, but now I can't withdraw it because they ask for account confirmation again, even though I confirmed my account years ago. I have sent an email to customer service, but there is no response at all. Could you please help in this matter.

Tein 50€ talletuksen luckylois casinolle enk? valinnut mit??n bonusta. Voitin 500€ joista pelasin viel? 100€ nyt pelitilill? odottaa 400€ mutta nyt en pysty kotiuttamaan niit? koska he pyyt?v?t tilinivahvistusta uudestaan vaikka olen vahvistanut tilini vuosia sitten. Olen laittanut asiakas palveluun s?hk?postia mutta sielt?k??n ei vastata yht??n mit??n. Voisitteko auttaa t?ss? asiassa.

Dear jjmmrr1988,

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.

Have you been informed what specifically seems to be a problem in verifying your account? I'm afraid that if your account was verified years ago, you'll need to undergo another verification now.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

They have not responded to any of my emails.

He eiv?t ole vastanneet mihink??n minun s?hk?postiviestiin.

Thank you very much, jjmmrr1988, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello jjmmrr1988,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite LuckyLouis Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Thank you, I hope it will be resolved quickly.

Kiitos toivottavasti asia selvi?isi nopeasti.

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.

They keep asking me for the same information over and over again. Although I have put them on them many times. I have put the color photos of the passport, bank card and deposit that they ask for, but there is always something wrong with them.

He pyyt?v?t minulta kokoajan uudestaan ja uudestaan samoja tietoja. Vaikka olen ne heille monta kertaa laittanut. Olen laittanut v?rilliset kuvat passista,pankkikortista ja talletuksesta joita he pyyt?v?t mutta niiss? on kokoajan jotaki muka v??rin.

Dear jjmmrr1988,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/).

Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own ([email protected]).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas