Lukki Casino - 出金が遅れたため、プレイヤーのアカウントは閉鎖されました。

I have requested a withdrawal of $3500 more than one week ago, and the withdrawal is still not processed yet. After I have sent all of necessary additional verification documents that they asked for, including a selfie. Every time I contact the live chat, they just said that we have to wait for the relevant department to review. Yesterday when I tried to log in to my account, I received a message saying "account has been disabled". There was no explanation on why they disabled it, and they have not been replying to any of my emails...

Dear leethepwner,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. To better understand your situation, may I ask you a few clarifying questions?

• Could you please specify the types of games you played? Did you accumulate your winnings with or without a bonus?
• What types of documents were requested for your verification? Have any of your documents been accepted during the KYC process, or have you not received any updates regarding your verification?
• Which was the last document you submitted to the casino for verification, and when exactly did you send it?
• Have you communicated with customer support after your account was blocked?

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

Best regards

Veronika

Dear leethepwner,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.