I have a complaint about Lucky Kong Casino. I wish that it had not come to this but feel that the casino has left me no alternative.
On the 30th of November I deposited €200. I used my deposit playing slot games and was lucky to win €6,433. I decided I should cash out €1,000 before continuing to play. After I made the cash out this is when the problems began.
Soon after the cash out I noticed that a new area opened in the verification panel in my account. I was asked to send a photo ID and a document with my address on it. I sent a photo of my passport and a pdf of my bank statement. Some time passed. I went back to the verification panel and saw that my bank statement had been rejected. I spoke to live chat who told me that the reason my bank statement was rejected is that they could not accept PDF. They wanted a photo of the page. So I got a paper version of my bank statement and took a photo of it which I uploaded.
Some days passed and I noticed that the bank statement was not verified. It was not rejected either. It just said “Document Verification in Progress”. I spoke to live chat to see why it was taking so long. Live chat told me something strange: That they were not able to see my new uploaded statement from their side. They said that the newly uploaded documents were not appearing for them and that I should email the documents directly. I cooperated and did send all my documents by email as I had been told. There was no response. I tried emailing again to remind them. Again there is no response. I spoke to live chat again and they just say the responsible department will contact me. Weeks has passed and they do not.
I am being ignored by Lucky Kong and have cooperated with all they have asked for. I have asked them if my documents are okay or if they need anything else. They never reply and in the verification panel my documents still say “Document Verification in Progress”. First they say they cannot see my documents even though I can see that they are uploaded in the verification section from my side. When this is explained they just are silent. Nearly 3 weeks of this has passed now. The reason I have made this complaint is that I have no reason to believe they will reply to me at all because of their treatment of my account since I made a cash out.
Abelina <surname removed >