Light Casino - Verification check still in progress and account has been closed now for 9 days

Chat and email support not honoring terms and conditions regarding deposit method and withdrawal method not being the same and not offering another valid option for withdrawal as per terms and conditions highlighted in section 6.4

Since April 27th i have been trying to get my withdrawal processed. I have emailed support my verification documents. My withdrawal has been cancelled multiple times. I have been told multiple times that my withdrawal has to be requested in the same manner as my deposit. My deposit has been by credit card. Your casino does not offer a credit card withdrawal option. So your casino has to offer another viable withdrawal option as listed in terms in conditions. Please see section 6.4 of your terms and conditions regarding this.

Also Kyc and support email also do not acknowledge this.

The casino's solution has been for me to deposit more finds via another deposit method that matches your withdrawal methods which is ludicrous considering that would make be vulnerable to losing more money based on wagering requirements.

Repeated emails to support and kyc financial go unanswered. chat support does not acknowledge alternative withdrawal methods when method of deposit and withdrawal method do not match.

I have been waiting for my account at Lightcasino to be finally verified for over 5 weeks. As in the attached screenshot, I ordered a withdrawal of funds on December 5, 2023. On December 8, the casino launched the KYC process, so I added all the necessary documents. The address confirmation was a bank document confirming that I am the owner of two accounts (PLN and EUR currency) which contained all my data and my address - the casino rejected the bank statement claiming that it was a transfer confirmation (I guess the document was not translated by the financial department) . Then I added a PDF bill for cable internet, it was rejected. Finally, my documents have been rejected 4 times and since December 19, the casino has not once sent me a message explaining why they will not accept my address confirmation since it is in accordance with the guidelines provided at the verification site. The complete lack of communication with the customer from the document verification department makes it difficult to finalize my payment.

Yesterday, after contacting livechat which is unable to tell me why the documents are being rejected, I once again uploaded a document confirming my address - an invoice for cable Internet in PDF format, with a photo of 2 pages inside (4 corners of the document visible) - not older than 6 months.

And now what's interesting... In another casino called Cadabrus, I also ordered a withdrawal and no one contacted me about KYC and the funds were not withdrawn. After some time, someone on livechat finally wrote to me that I had to verify my Cadabrus account at its sister LightCasino, then they would pay me the funds from Cadabrus. A bizarre situation that should not have happened in my opinion.

I am asking for help because the ignorance I experience from this casino is reprehensible.

Had forgotten anout this casino and went back and deposited couple weeks ago, had nice win of 1200. Put in request for withdrawal of 900 euro, which I had to do as 500 euro and then 24 hours later another 400 euro, and now I havent heard from them in 8 days, support just say the same thing- your request is in a queue, this just doesnt seem right to me.

I made a deposit to light casino via Trustly.

On 15.9, I tried to withdraw 213 euros. The withdrawal should take place within 2-5 working days, but that time has already passed.

On the chat they have convinced me that it’s on line, but I can clearly see that the withdrawal is still pending.

Not cool. It’s hard to get a clear answer from the site what will happen next.

I won 450€ at the Light Casino. I tried to withdraw 450€ but they declined my payment and said that they will pay with manual withdrawals. I have only received 200€ so 250€ is missing. They paid the 200€ over a month ago so i assume they aren't planing on paying any more money. They havent asked for any more documentation. And they don't provide any more info about the remaining money.

I made some winnings at the casino, and wanted to withdraw them. Went to the withdrawal section which said that I cant withdraw since my e-mail address has not been verified. Fair enough, as I had logged in with my Finnish bank ID, and had not been asked for an e-mail address. Also noted that the system had some generic string of random numbers and letters (incl. my social security ID number) registered as my e-mail address. Okay, but it also had an old street address for me which was odd. I sent the support an e-mail explaining the issue (after chatting with them) and with requested document attached. Time goes by, I don't get an answer and in the meanwhile I cant log into my account. They promise to get back to me, and I receive another request for the documents, which I again sent.

So far I have sent my documents thrice to them, and each time they have said that they have been received, and the relevant dept is going to get back to me shortly. Well, now it has been three weeks. And now they claim again that I should send the documents. This back and forth has now been going on for over three weeks...

I'm sorry but I cant get anywhere with these people as no one answers any actual questions... delay to answering e-mails is days, and I have so far received ONE email from their KYC dept. And, they keep asking for verification on payment method I have not, never have, and never will use at any online casino. Yet, I receive no answers to my emails asking why do they ask for this. I have made my deposits using Trustly, which is essentially a direct bank transfer, yet they ask for verification of a "Minify" wallet. I am again waiting for answers for a week,