Lucky Tiger Casino - プレイヤーの確認が遅れています。

Well, my case has been going on for almost 1 month, I registered at this casino, I played with the bonus they gave me at registration, I liked the games, I made a deposit, I continued playing, and the torment started when I tried to request a withdrawal, first of all there was a message preventing you from even requesting a withdrawal, I entered support I spoke with the attendant about 10000 times they asked me for verification I sent all the requested documentation, and they say you have to wait 4 business days for the financing to be reappointed, every 4 business days they ask for another one things to check I send them they ask me for another 4 days, this is already 1 month, it's 2050 and there's no end to this amount of undue documentation they ask for and not even these 4 working days, I would like to ask you for your help in this case, I don't know who else to turn to! I just want to withdraw my money!

Bom meu caso já se arrasta a quase 1 mês, fiz cadastro neste cassino, joguei com o bônus que eles deram no registro, gostei dos jogos, fiz um depósito continuei jogando, e o tormento começou quando tentei solicitar um saque, primeiro que tem uma mensagem te empedindo sequer se solicitar saque, entrei no suporte falei com os atendente umas 10000 vezes me pediram verificação enviei toda documentação pedida, e eles dizem que tem que esperar 4 dias úteis para que o financiamento reaposda, a cada 4 dias úteis eles pedem outras coisas para verificação eu mando eles me pedem mais 4 dias, isso já vai pra 1 mês, dá 2050 e não acaba esse tanto de documentação indevida que eles pedem e nem esses 4 dias úteis, eu gostaria de pedir encarecidamente ajuda de vocês neste caso, pois não sei mais a quem recorrer! Só quero sacar meu dinheiro!

Hello Renandavi,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Tiger Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The verification process is now more than 15 days old, my personal identification has been approved, my proof of address has already been approved, and now I am waiting for the approval of card documentation in which I deposit it and my authentication paperwork and withdrawal authentication, unreasonable paperwork that I have never seen in any other casino, the live support does not solve anything, it just says that I have to wait for a response from finance and nothing else! I'm already tired of this situation please help me with this!

O processo de verificação já tem mais de 15 dias, já foram aprovados minha identificação pessoal meu comprovante de endereço, e agora aguardo a aprovação de documentação de cartão na qual eu o deposito e uma papelada de autenticação minha e autenticação de retirada, uma papelada irracional que nunca vi em nenhum outro cassino, o suporte ao vivo não resolve nada, só diz que tenho que esperar resposta do financeiro e nada mais! Já cansei desta situação por favor me ajudem com isso!

And one more, I also went through a telephone verification, in which they called me to confirm my name, and then I confirmed all my data via chat, and even with all these confirmations, my account is still unverified! This is nonsense! Please help me

E mais uma, passei também por uma verificação telefônica, na qual eles me ligaram para que eu confirmasse meu nome, e depois confirmei todos os meus dados por chat, e mesmo com todas essas confirmações, minha conta ainda se encontra não verificada! Isso é um absurdo! Por favor me ajudem

Thank you Renandavi for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Renandavi,

I've just reviewed your case and fully understand your concerns about the delayed verification. I'll try my best to help you by contacting the casino.

Dear Lucky Tiger Casino, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please provide us with more information regarding the case?

I'll set the timer for 7 days and hope to hear from you very soon.

Best regards,

Natalia

Good Morning! My verification has been completed and now I have been asked for 7 business days for my withdrawal via btc to be approved and another 48 hours for it to be cleared in my account, I will update you here on the case! And if I will actually receive the 200$ I requested for withdrawal!

Bom dia! Minha verificação foi concluída e agora me pediram 7 dias úteis para que meu saque via btc seja aprovado e mais 48 horas para que ele seja compensado em minha conta, vou dando notícias aqui sobre o caso! E se eu vou receber de fato os 200$ que solicitei de retirada !

Hello Renandavi,

Thank you for addressing your query to us!

Please be kindly informed that your gaming account was approved for requesting withdrawals 12/9. Perhaps the process took a bit longer than you expected. The reason for that was the missing paperwork. However, all the emails have been responded in time within the established time frames (3-4 business days).

We were advised that you already managed to submit two payment requests. However, please be kindly notified that the winning coupon carries a maximum cash out limit of $100 and the amount exceeding this limit will be deducted.

Please feel free to contact the Finance Team via email for assistance.

Kind regards,

Lucky Tiger Casino team

Hi Lucky Tiger Casino team, thank you very much for the response.

Dear Renandavi, I'm very glad to hear that your account is now verified, that's good news! Could you please also specify, you made two withdrawal requests, 100$ each? And yes, please, keep us informed of what is going on with your withdrawal requests.

Best regards,

Natalia

Good afternoon, yes I requested withdrawals of $100

Today, Tuesday, 12/20/2022 is the seventh working day of my order, and I still haven't received any response about my withdrawals, I patiently waited the 7 days and now I need my money, I can't wait any longer, that's already gone drags on for 1 month, I contacted support today already 2 times, and they only say the same thing, finance will respond, and nothing happens!

Boa tarde, sim solicitei dos saques de $100

Hoje terça feira dia 20/12/2022 é o sétimo dia útil do meu pedido, e ainda não recebi resposta alguma sobre minhas retiradas, eu aguardei pacientemente os 7 dias e agora preciso do meu dinheiro, não da pra aguardar mais, isso já se arrasta a 1 mês, entrei em contato com suporte hoje já 2 vezes, e só dizem a mesma coisa, financeiro vai responder ,e nada acontece!

Dear Renandavi, I understand it is quite frustrating for you, but sometimes it can take up to 14 days after the withdrawal request is processed to receive the funds. So my suggestion is to wait a little more though I know you are upset about such a delay.

Dear Lucky Tiger Casino team, in the meantime, I'd like to ask you if you could send any screenshots or other proof to me that the withdrawals were indeed processed from your side and paid out, so we can assume that it is a delay caused by a payment method provider. You can send it to natalia.b@casino.guru

Best regards,

Natalia

Good morning, as I am an honest person I could not fail to come here to say that my withdrawal was successful and that I received 125$ I had requested 200$ plus 75$ were deducted because of the promotion rule! I would like to end this case as resolved! 🇧🇷

Bom dia, como sou uma pessoa honesta não poderia deixar de vir aqui dizer que meu saque foi bem sucedido e que recebi 125$ tinha solicitado 200$ mais 75$ foram deduzidos por causa da regra da promoção! Gostaria de finalizar este caso como resolvido! 🙏

Dear Renandavi,

I'm glad to hear that your issue has been resolved successfully and you finally received the money! I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Natalia