Complaint #15 LightCasino

Delay tactics with payment & account verification, asking for verification for payment methods not used

By Sami R.

4 years ago

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,

Disputed Casino LightCasino

Reason Verification issues

Amount €700

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

LightCasino

• Representative

4 years ago

Dear Customer,

Thank you for your kind confirmation!

Over and above, we are sorry that you experienced dissatisfaction. We strive to provide a spectacular experience every time and you may rest assured that your feedback will help us improve our withdrawal procedures.

We are thankful for helping us to shape the best customer service of LightCasino!

Sincerely,
LightCasino.com

Inactive user

4 years ago

Funds received, thank you for that. But. I strongly suggest you take a good look into your processes, what went wrong and why this couldnt be solved until the matter became public.

LightCasino

• Representative

4 years ago

Dear Customer,

First of all, we would like to express our apologies for the delay. We realize how frustrating the wait time is and you can be sure that we will do our best to make everything as clear and simple as possible. Thus, we found the opportunity to withdraw the money to your bank account without any additional documents.

We appreciated your quick cooperation and, as detailed in the email, the verification was completed.

The withdrawal is set to be paid and you should receive the money in the nearest time.

We hope the above clarifies the situation. Please feel free to contact us in case you have any questions.

Sincerely,
LightCasino.com

LightCasino Complaint Stats

Resolved 12 / 13

Avg. Amount $1,812

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

LightCasino Complaints

See all complaints for this casino

LightCasino- They not processing withdrawal

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.

Resolved

€380

I am unable to withdraw my winnings

I have been trying to withdraw my winnings since January, three times in total, and each time the withdrawal attempt has been rejected. I first contacted customer service via email on January 12, 2024, inquiring about the reason why the withdrawal couldn't be processed. I sent another email on January 24, 2024, and a third one on February 1, 2024, regarding the same issue. None of my email inquiries have been answered. Besides emails, I have also tried to resolve the issue through Lightcasino's chat multiple times, but I haven't received any answers to my questions. Every time I contacted the chat support, they promised that the payment team would contact me regarding the matter, but they never did. Before my latest contact with the chat service, vertification for the gaming account was not required. However, after the latest contact, the status of the account changed, requiring vertification. I uploaded the necessary documents, and only my identification was accepted. I have uploaded the bill for address verification and the bank statement proving the transaction history several times, but each time they are requested to be uploaded again without providing a reason why they are not accepted. As far as I understand, I have done everything correctly, but I am unable to withdraw my winnings. It has been over two months since my first withdrawal attempt.

Resolved

€658

Verification over 5 weeks and verification of another casino on the Light casino website

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.

Resolved

zł400

Payback problem

I have a problem with lightcasino.com. I opened an account on their site about a year ago. I played there without any problems and won a large amount of money (about €84,000). I started transferring money from my game account to my bank account and everything went well at first. Then the money transfers stopped and I had to send several documents. I sent documents and there were many problems in processing them and it took many months. After this, the money transfers were successful again and I was able to transfer money to my bank account for about a month. After this my account was closed and they wanted to look into it. They wanted more documents which I provided. They had closed my account because I had an account on their other site. However, we agreed that even though my account is closed, they will pay me the money in the account. Everything went well and money came in regularly until January 2023 when the money transfers stopped. I asked them why no more money is coming and they answered that there is no more money in my account. I checked all the transferred money and there should still be €6692.72 in my account. I asked them for a bank statement showing all the money transfers from my account. There was 118 withdraw transactions from my LightCasino account. Withdraw transactions from Lighcasino account to my bank account are 109. So there are 9 withdraw transactions which have never arrived in my bank account. 6692,72€ of money is missing. I can prove all this from the bank statement. I tried to resolve the issue with them but they are not replying to me.

Resolved

€6,693

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

I have to write here because the casino is not responding.

My account has been closed for 9 days already due to a general check. I won about 10,000e and was able to withdraw winnings 3 x 500e without problems, after which my account was closed. When I ask for help and advice in the chat, I am only asked to wait without answers.

I have about 8300e in my LightCasino account. I am worried and really stressed about my situation. I have sent all the necessary documents to Support.

Resolved

€8,300

Haven't heard from them in 8 days

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.

Resolved

€900

Waiting for my withdrawal of 213 euros

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.

Unresolved

€213

LightCasino not paying the full amount

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.

Resolved

€250

Lightcasino does not cooperate

Hey,

I won € 1780 at Lightcasino on April 19, 2022.

After that, I tried to make a withdrawal request for the amount. There was an error.

Then I tried to log out and log in. Suddenly, I could no longer log in with my bank ID.

The site asked me for an email and phone number when I signed up, so I had already put in the IDs. For this reason, the site claimed, of course, that these are already in use.

Then I went to live chat and told them about the problem and gave them a screenshot of the error. They promised to return to the matter by email. Went a few days no answer. I also emailed about it and still haven't received any response and it's been 8 days now.

Resolved

€1,780

Light Casino - It's taking an eternity to receive winnings

Light casino is taking advantage of players. They are avoiding my withdrawals in hope that I will play back my winnings.
I have been into live chat so many times and got an ridiculous amount of their e-mails stating that my withdrawal will be payed out soon. I have 1 finished withdrawal for nok 5000, 3 pending withdrawals each for nok 5000 (eur 500) and nok 30 000 on my account.
You can only have 3 pending withdrawals going at the same time. On their site they state that max withdrawal is nok 5000 per day and nok 100 000 per month.
Withdrawal will be handled max 3 working days and 24 hours after this for e-wallet.
I contacted their finance department to get a schedule of my withdrawals haha what a joke, here is what I recieved :-
withdrawal made 3.11 to be payed out 8.11
withdrawal made 4.11 to be payed out 12.11
withdrawal made 5.11 to be payed out 18.11
So this means that to recieve this nok 15 000 it is going to take 15 days, so now I am wondering how long is it going to take to recieve the additional nok 30 000?
I have never experienced such a pathetic tactic to try to get players to play back their winnings. I have written in to them many times and I have also told them that I will not in any circumstances play back nok 1 of my money to them. It is not right that I am expected to wait so long my winnings.
Do they have to take so long time to pay out winnings to players? Why is this taking so long?
15 days to withdraw nok 15 000 is not what you state in your terms and conditions so you are breaking your own rules.
Regards Sosporty

Resolved

kr15,000