I won 2000€ on the casino wikiluck.com without a bonus. Eventually, they asked for a selfie photo of me with my driver's license on 19.07.2023, but I haven't received a response to date.

Habe auf der casino wikiluck.com 2000€ gewonnen ohne Bonus zuletzt endlich wollten sie ein selfie foto von mir mit meinem Führerschein 19.07.2023 bis heute kein antwort

Dear Mike11,

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 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 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

Thank you very much for your letter!! I am very happy that someone can help me...

After I uploaded everything to the homepage, I received an email the next day 20.07.203

Dear Mikail, Thank you for providing us your documents. They have been reviewed, however in order to achieve your account security our Financial department kindly ask you to send us one additional item: - A photograph of you, holding your Driver's License next to your face. (Selfie) You can submit your document by replying to this email. Thank you for your cooperation in advance. Kind regards, Stewie M. | KYC team

Did this immediately and sent a selfie photo of me with my driver's license.

Chat my with me is a SPECIAL CASE but they can't say because the finance department is responsible...

Will contact chat again tomorrow on July 24th, 2023 and ask if they will pay me the money.

Greetings from Austria

Bedanke mich herzlich für ihren Schreiben!! Bin sehr froh da mir wer helfen kann ...

Habe nach dem ich alles auf der Homepage hochgeladen habe eine email erhalten am n?chsten Tag 20.07.203

Dear Mikail, Thank you for providing us your documents.They have been reviewed, however in order to achieve your account security our Financial department kindly ask you to send us one additional item: - A photograph of you, holding your Driver's License next to your face. (Selfie)You can submit your document by replying to this email.Thank you for your cooperation in advance. Kind regards,Stewie M.  |  KYC Team

Habe dies sofort getan und ein selfie Foto von mir mit meinem Führerschein geschickt .

Chat meine bei mir seie ein BESONDERER FALL die aber nicht sagen k?nnen da die Finanzabteilung zust?ndig sind...

Werde morgen chat mit dem 24.07.2023 wieder kontaktieren und fragen ob sie mir das Geld auszahlen werden .

LiebeGrü?e aus ?sterreich

After I informed support that I was complaining about the casino here, my money was transferred today 07/24/2023

Nach dem ich support mitteilte dass ich mich hier über die casino beschwerte wurde mein geld heute überwiesen 24.07.2023

Thank you, Mike11, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Dear Mike11,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

www.kpvfaw.com