Lucky Hunter Casino - プレイヤーがバーチャルカードの認証で問題が発生しています。

Hello everyone,

The casino is refusing to pay me out because I cannot take a photo of the credit card I used to deposit.

However, it is a virtual credit card!

What else can I do?

Thank you in advance.

Regards, Stephan

Hallo zusammen,

das Casino verweigert mir die Auszahlung, weil ich kein Foto von meiner Kreditkarte machen kann, mit der ich eingezahlt habe.

Es handelt sich jedoch um eine virtuelle Kreditkarte!

Was kann ich noch tun?

Vielen Dank im voraus

Mfg Stephan

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear stephanwiduch12,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying the deposit method seems to be the only issue?
• Have you provided any other documents to verify your identity and have they all been approved?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hey.

Yes, that's right, the only problem is verifying the deposit method, since it's a virtual credit card.

Yes, I have uploaded all other documents/proofs and they have been accepted.

Greetings

Stephan

Hey.

Ja richtig, das einzige Problem ist die Überprüfung der Einzahlungsmethode, da es sich um eine virtuelle Kreditkarte handelt.

Ja, alle anderen Dokumente/ Nachweise habe ich hochgeladen und diese wurden akzeptiert.

Grüße

Stephan

Hello stephanwiduch12,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, stephanwiduch12. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear stephanwiduch12,

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, Martina (martina.b@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,

Kristina

Dear stephanwiduch12,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Lucky Hunter Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hello,

Thank you for bringing this matter to our attention.

We would like to clarify that the player’s winnings were obtained using a card payment method. In such cases, as part of standard verification procedures, we request a photo of the card used. Since the player did not contact support or inform us that they do not have access to a physical card, the withdrawal requests were declined with the standard comment applicable to such situations.

In similar cases, we strongly recommend that players contact support in advance so that alternative verification options can be provided without delays. Our team can quickly review the document and confirm whether it meets the requirements.

Regarding card verification, an official bank document is acceptable as an alternative. Such a document should contain the cardholder’s name and either the first 6 and last 4 digits of the card number, or at minimum the last 4 digits, depending on the format provided by the bank.

Please let us know if any further clarification is required from our side.

That's a lie! I wrote in an email that I couldn't take a photo because it's a virtual map. First of all.

Secondly, I have uploaded thousands of other files and documents regarding my verification. They are deliberately stalling, as it is known that I cannot resolve the issue. A virtual card cannot be photographed now. This is solely a stalling tactic, in the hope that I will gamble away my winnings. Kind regards

Stephan Widuch

Das ist eine Lüge! Habe per E Mail geschrieben, dass ich kein Foto machen kann, weil es sich um eine virtuelle Karte handelt. Erstens.

Zweitens, habe ich tausend andere datein und Dokumente bezüglich meiner Verifizierung hochgeladen. Man möchte hier bewusst auf Zeit spielen, da bekannt ist, das ich das Problem nicht lösen kann. Eine virtuelle Karte kann nun Mai nicht fotografiert werden. Es dient einzig dem Zeitgewinn, in der Hoffnung, ich verspiele meinen Gewinn wieder. Freundliche Grüße

Stephan Widuch

Hello Martina, thank you so much for your help so far.

Greetings from Cologne

Stephan

Many thanks also to Kristina!

Hallo Martina, vielen Dank für Ihre bisherige Hilfe.

Grüße aus Köln

Stephan

Vielen Dank auch an Kristina!

Here's the proof... you shouldn't lie to the employees of CasinoGuru! Honesty is the best policy!

Have a nice day.

Hier der Beweis.....man sollte die Mitarbeiter von CasinoGuru nicht anlügen! Ehrlichkeit währt am längsten!

Wünsche einen schönen Tag.

Dear Lucky Hunter Casino Team,

I would like to kindly ask whether you have had a chance to review the documents the player provided as an alternative to the virtual card.

Could you please let us know if these documents are sufficient, or if there is anything further the player should provide?

Thank you very much in advance for your cooperation.

I tried several alternatives, but unfortunately everything was rejected...

Habe mehrere Alternativen versucht, wurde komplett alles abgelehnt, leider...

Dear Martina and stephanwiduch12,

We would like to provide an update regarding this case.

At the moment, we have not received any new documents from the player, nor have there been any recent contacts with our support team, either via email or live chat. If helpful, we can also share supporting materials with Martina to confirm this from our side.

To move forward, we kindly ask the player to upload the required card verification document directly in the account. If more convenient, the document can also be submitted through our support team, who will be happy to review it and confirm whether it meets the requirements.

As an alternative, an official bank document is acceptable. It should include the cardholder’s name and either the first 6 and last 4 digits of the card number, or at minimum the last 4 digits, depending on the format provided by the bank.

Dear stephanwiduch12,

Could you please send this document to the casino at your earliest convenience?

Thank you very much in advance for your cooperation.

Hello Martina,

I will re-upload the documents for verification. Regards, Stephan

Hallo Martina,

werde die.Dokumente, bezüglich der Verifizierung, erneut hochladen. Grüße Stephan

I have now requested the payout again.

I'll get back to you.

Regards, Stephan

Habe nun erneut die Auszahlung beantragt.

Melde mich wieder.

Mfg Stephan

Dear Lucky Hunter Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the stephanwiduch12´s verification process.

Please let us know at your earliest convenience.

Dear Martina and stephanwiduch12,

Thank you for your patience.

We have reviewed the submitted documents, and unfortunately, they do not meet the verification requirements.

We kindly ask the player to upload a bank statement in PDF format that clearly shows the account holder’s name and the card number. If the card number is not displayed in full, it should include at least identifiable digits.

If the bank does not include the card number in the statement, it is also acceptable to provide a statement showing the account holder’s name along with the deposit transaction.

Dear stephanwiduch12,

Could you kindly provide the requested documents at your earliest convenience? I would greatly appreciate your assistance in this matter. Thank you.