LuckyFish Casino - A conta do jogador foi encerrada sem aviso prévio.

Hi there

I registered account with lucky fish in corporated w86h Hollywood Bets I have a bad camera on lu phone tried to email the fica they said no fica is okay done online.. That is the selfie verification. Did that was fica verified successfully next thing or can't access account said client no longer active, no call no contact no one informex me or asked me for anything, how poor is there level of service. After I query they ask me a selfie holding id I was upset by it but sent it, since yesterday morning I'm following up, appeennty they can just call suspend hour acc without informing you, advising yoiu to askibg you a anything

Up to now left message for supervisor twice no call back, sent to audits to reopen not done please advise me

Much thanks

Dear Lydiam77,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise when exactly did you send the selfie?

Have you provided all the required documents as soon as possible and in the correct format?

Has the casino provided any reason for the account block?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Dear Lydiam77,

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.