Complaint #5 LuckyKong Casino

Have not verified my account for more than 5 days now

By denielhorvat

2 years ago

My KYC documents were uploaded 5 days ago. They have not been verified. I was told by chat they should of been done in 48 hours. I have been told repeatedly I will hear by the 'end of the day' and i do not hear.

I have sent emails and been on chat and no luck. My withdrawal of 100 euros has been stuck pending for 6 days as a result.

I have provided my ID card and passport and proof of address as well as two selfies.

Please can you help.

Disputed Casino LuckyKong Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

After conducting a thorough review and careful consideration of all the information, details, and evidence presented by both parties during the complaint process, the AskGamblers Complaint Team has reached the conclusion that the management of LuckyKong Casino acted in accordance with their Terms and Conditions. Unfortunately, it was discovered that the player provided a fake utility bill, resulting in the violation of term #5.5:

"5.5 In certain circumstances we may have to contact you and ask you to provide further information to us directly in order to complete the Checks. For this purpose, we will be entitled, at our sole discretion, to require that you provide us with a notarized personal identification document or any equivalent certified personal identification document according to the applicable law of your jurisdiction or otherwise, proof of address, utility bills, bank details, bank statements and bank references and any documentation that validates your source of funds. Until such information has been supplied to our satisfaction, we may prevent any activity to be undertaken by you in relation to the Account or we may, where we reasonably believe that deliberately incorrect information has been provided by you, keep any amount deposited on the Account following the closure of the Account by us."

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

denielhorvat

2 years ago

This is completely false.

i have been provided no 'proof' of this.

I also can provide a screenshot from my billing company account and transcripts of chat with the agency showing my bill is valid.

LuckyKong Casino

• Representative

2 years ago

Dear Daniel
AskGamblers Complaint Team has confirmed that you provided us with a fake utility bill, therefore you broke paragraph 5.5 of our terms and conditions and subsequently your account has been closed

LuckyKong Casino

• Representative

2 years ago

Dear Deniel.
Rest assured, we are in contact with AG stuff regarding your case and are closely monitoring the situation. At this moment, we are eagerly awaiting the AG's decision on the matter.

LuckyKong Casino Complaint Stats

Resolved 4 / 4

Avg. Amount N/A

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

LuckyKong Casino Complaints

See all complaints for this casino

Account Verification Pending for 10 Days

Dear AskGamblers Team,

I have been waiting for 10 days to have my account verified after uploading my documents on the LuckyKong website.

I’ve contacted the live chat multiple times and was consistently told either to wait — as it “shouldn’t take more than 24 hours” — or to email [email protected], which I have now done three times without receiving any response.

I currently have a considerable amount (around €12,000) in my account, but I’m unable to withdraw any of it until the verification process is completed. So far, only my email address and phone number have been verified.

I sincerely hope that a LuckyKong representative here on AskGamblers can help resolve this issue.

Thank you in advance for your assistance.

Kind regards

Resolved

Refused my withdrawals and closed my account

Hi,

My account was recently verified at Luckykong after playing for several months. I had a withdrawal successfully processed a week prior to this incident.

On March 18th, I made a deposit and claimed a bonus, won money with my cash funds, withdrew 1129$. The bonus was auto forfeited.

Made another deposit with a bonus. Luckily I won again with my cash funds, and I requested a withdrawal of 2753$ and the bonus was auto forfeited.

2 days later I received an email "This is just a notification that your account has been terminated " with no explanation. I replied to the email and received no response.

I would like some help with my situation. Thanks

Resolved

Casino unresponsive after the win

Dear Askgamblers,

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.

Thanks,

Abelina <surname removed >

Resolved