FlukyOne Casino - プレイヤーの賞金が遅れています。

Dear Casino Guru Team,

I am writing to express my extreme dissatisfaction with my recent experience at FlukyOne Casino.

I initially signed up for an account at FlukyOne Casino after seeing a 5€ no deposit bonus advertised on your website. I was fully aware of the bonus terms and conditions, including the wagering requirements and the maximum withdrawal limit of 50€.

After successfully completing the bonus requirements, I had 50€ in my account available for withdrawal. As expected, I was required to complete the Know Your Customer (KYC) verification process, which I promptly initiated by submitting my ID and a selfie. These documents were accepted without issue.

However, I encountered significant difficulties with the address verification stage. Despite submitting an official bank statement (which I have successfully used for account verification at other platforms like Binance), my address verification has been repeatedly rejected.

I have attempted to resolve this issue by contacting FlukyOne Casino's support team. I initially submitted a support ticket, but it remained unanswered for three days. I eventually managed to connect with live customer support, but their assistance has been inadequate.

While they initially responded to my inquiries, they were unable to pinpoint the reason for the address verification rejections and simply instructed me to wait. Since then, despite seeing my messages, the live chat support has become unresponsive.

I am deeply concerned that FlukyOne Casino is deliberately delaying the verification process to avoid paying out my winnings.

I request your intervention in this matter. I urge you to investigate this casino's behavior and assist me in resolving this issue and receiving my rightful winnings.

Thank you for your time and attention to this matter.

Sincerely,

Georgi G***

Dear Pachwerk,

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

• Do I understand correctly that the casino approved all your documents except those that proved your home address? Which documents have you provided to verify your address?
• Have you provided the required document in the correct format?

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Kristina,

Thank you for your prompt response.

To answer your questions:

* Approved documents:

The casino has approved my ID and selfie.

* Address verification documents:

I have provided an official bank statement, a Revolut card confirmation, and my passport as proof of address. The bank statement clearly displays my full name and residential address.

* Document format:

All documents are in PDF format and contain all the required information.

Despite submitting the required documents, the casino continues to reject my address verification.

Furthermore, I have encountered an error message stating: "You have exceeded the number of times to upload your documents. If you have any questions, please contact the Company where you try to verify your profile."

I have provided a screenshot of this message to the casino's support team, but they have not responded.

I am deeply concerned about the lack of communication from FlukyOne Casino's support team and the difficulties I am facing with the verification process.

I hope Casino Guru can investigate this matter further and assist me in resolving this issue and receiving my winnings.

Thank you for your continued assistance.

Sincerely,

Georgi G***

Ive just realized that tomorrow the bonus funds will be removed, I guess thats what they are waiting for.

Attaching proof:

I can also see that this is not the first complaint with the exact same situation. At this point I feel like their rating should be edited to 1?

Thank you very much for your reply, Pachwerk. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Pachwerk,

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.