Lucky Hunter Casino - O levantamento dos prémios dos jogadores está atrasado.

I started playing without accepting any bonuses. Initially, the bonus was activated before I even started playing. However, I immediately deleted it because I received it voluntarily. I didn't click to request it. The site requires me to send a picture, like a bank statement from my local savings bank, for example. I've sent that, and not just one, but it's not accepted. I'm wondering if it's because of this Skrill deposit slip... which I've never heard of. I've uploaded my ID several times now, and it's been rejected every time. I've uploaded various ID documents, not just bank statements, but also insurance documents containing all the required information, but it's still not accepted.

Ich habe ohne Bonus beziehungsweise Boni anzunehmen, angefangen zu spielen. Am Anfang war er noch aktiviert, bevor ich gespielt hatte. Ich habe ihn aber sofort wieder gelöscht, weil ich ihn von mir aus freiwillig bekommen habe. Ich hab ihn nicht angeklickt, dass ich ihn möchte. Die Seite verlangt von mir, dass ich ihr ein Bild schicke wie zum Beispiel ein Bank Brief von der Sparkasse wo ich bin zum Beispiel den habe ich auch gesendet auch nicht nur einen, das wird nicht akzeptiert… jetzt ob es an diesem Skrill Einzahlungsbeleg… Liegt, wovon ich noch nie gehört habe aber mein Ausweis Dokument habe ich jetzt mehrmals hochgeladen und es wurde jedes Mal abgelehnt und ich habe verschiedene Ausweis Dokumente hochgeladen. Nicht nur mein Bankkonto auch Versicherung Sachen wo alles drauf stand, was verlangt wurde, aber es wird nicht akzeptiert.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Arne243,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Arne243,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

My problem hasn't been resolved yet, and it still says the site needs proof of address from me. I mean a document showing my address. I've sent various things as requested, like health insurance documents and bank statements… but it's always been rejected… and the documents were clearly less than three months old, some even just a few days old… so I don't know what's going on with the site, but it's starting to seem strange to me. If I may say so.

Mein Problem wurde bis jetzt nicht behoben und es heißt immer noch, dass die Seite einen Adressnachweis von mir braucht. Also ein Dokument wo meine Adresse drauf steht. Ich habe verschiedene Sachen hingeschickt wie Krankenkassen Sachen Bank Dokumente wie angefordert… Jedoch wurde es immer abgelehnt… und die Sachen waren deutlich jünger als drei Monate teilweise sogar nur paar Tage alt… also ich weiß nicht, was mit der Seite los ist aber langsam kommt mir das komisch vor. Wenn ich das so sagen darf.

In other words, I'm not waiting for a payout, but for confirmation that my address is correct, or rather, that the proof of address will be accepted. Which it won't be. For this reason, I assume I won't be able to withdraw any funds. As I said, I've already submitted several documents, all no more than three months old, including various bank statements and so on, and everything has been rejected, as you can see.

Mit anderen Worten: ich warte gar nicht auf eine Auszahlung, sondern auf die Bestätigung, dass meine Adresse stimmt, beziehungsweise dass der Adressnachweis akzeptiert wird. Was er nicht wird. Aus diesem Grunde werde ich auch nicht auszahlen können, nehme ich an. Wobei ich, wie gesagt, schon mehrere Dokumente eingereicht habe, die nicht älter als drei Monate sind und verschiedenste Dokumente auch Bank Dokumente und so weiter was da alles steht als Beispiele und es wurde alles abgelehnt, wie Sie sehen.

Dear Arne243,

Thank you for the clarification.

From your latest message, it seems that the main issue is not the withdrawal itself, but the repeated rejection of your proof of address documents, which is currently preventing you from withdrawing your funds.

To better understand the situation, I would kindly ask you to clarify a few points:

1. What exact reason did the casino provide when rejecting your proof of address documents? Did they specify what was missing or incorrect (for example: document type not accepted, unclear image, cropped document, missing logo, missing full address, etc.)?
2. You mentioned a Skrill deposit slip. Have you made a deposit via Skrill at this casino?
3. If yes, has the casino requested any additional verification specifically related to your Skrill account (such as proof of ownership or a transaction screenshot)? Do you currently have an active withdrawal request of €300 pending in your account, or is the withdrawal completely blocked until your address verification is approved? If a withdrawal was requested, please confirm the exact date.

Once we receive this information, we will be in a better position to assess the situation and assist you further.

I look forward to your reply.

Karla

It's about the payout itself. He won't accept the proof of address. And I don't know what this Skrill thing is supposed to be about. But that has nothing to do with the payout itself. As you can see, or as I sent you, I'm simply being asked to send certain things, which I've already done, but it didn't work. I have my driver's license, my ID card. I've tried everything: documents from my health insurance company, from my bank, everything... And I thought maybe it was because of the 300 I want exactly. That's why I entered 280, but that's being rejected too. I don't have to wait until I see another "cancelled" or "rejected" message in red... Because it's not the first time I've tried, it's the 5th or 6th time now... I think the pictures will show more. However, I've sent everything that was requested, and it's not being accepted, and as I said, I've tried various things.

es geht um die Auszahlung an sich. Er will Den Adressnachweis nicht akzeptieren. Und ich weiß auch nicht, was das mit diesem Skrill sein soll. Aber das hat ja an sich nichts mit der Auszahlung zu tun. Da würde ich dann einfach nur wie sie sehen oder wie ich Ihnen geschickt habe, Von mir gefordert werden, dass ich bestimmte Sachen dahin schicke, was ich auch schon mal gemacht habe was aber auch nicht funktioniert hat. Ich habe meinen Führerschein mein Personalausweis. Alles mögliche versucht te von der Krankenkasse Dokumente von meiner Bank alles… Und ich dachte vielleicht liegt es an den 300 die ich genau haben möchte. Deswegen habe ich jetzt mal 280 eingetragen aber die werden auch abgelehnt. Da muss ich jetzt auch nicht warten, bis ich wieder ein abgebrochen beziehungsweise abgelehnt in rot lesen werde… Weil es nicht das erste Mal ist, dass ich es versuche das ist jetzt schon das 5 Bis 6. Mal… ich glaube, die Bilder geben mehr Aufschluss Jedoch habe ich alles hingeschickt, was gefordert wurde und es wird nicht akzeptiert und ich habe wie gesagt, verschiedene Sachen ausprobiert.

Furthermore, the payout is blocked until proof of address is provided, and as I mentioned, you are not accepting this. Regarding your question, please excuse me for not mentioning this in my initial message. As I stated, the first time I attempted to withdraw the €300, it failed, and that was on February 4th, 2026. I have also included a screenshot with the date and the rejection highlighted for your convenience.

Außerdem ist die Auszahlung bis zum Adressnachweis gesperrt und diesen akzeptieren Sie wie gesagt nicht zu Ihrer Frage entschuldigen Sie, dass ich das nicht im ersten Text schon erwähnt hatte. Als ich das erste Mal versucht hatte die 300 € auszuzahlen, ging es wie gesagt nicht und das war der 4.2.2026 Ich habe auch extra einen Screenshot mit eingekreist Datum und Ablehnung für Sie markiert.

Furthermore, the payout is blocked until proof of address is provided, and as I mentioned, you are not accepting this. Regarding your question, please excuse me for not mentioning this in my initial message. As I stated, the first time I attempted to withdraw the €300, it failed, and that was on February 4th, 2026. I have also included a screenshot with the date and the rejection highlighted for your convenience.

Außerdem ist die Auszahlung bis zum Adressnachweis gesperrt und diesen akzeptieren Sie wie gesagt nicht zu Ihrer Frage entschuldigen Sie, dass ich das nicht im ersten Text schon erwähnt hatte. Als ich das erste Mal versucht hatte die 300 € auszuzahlen, ging es wie gesagt nicht und das war der 4.2.2026 Ich habe auch extra einen Screenshot mit eingekreist Datum und Ablehnung für Sie markiert.

Ladies and Gentlemen

There's already a complaint or dispute, and I thought maybe the problem is that, even though I didn't accept any bonuses or other promotions, the issue is the turnover requirement, which is preventing me from withdrawing. That's why I played blackjack and even turned the 300 into 480... So it doesn't seem to be the turnover/minimum turnover requirement. It really seems to be just the proof of address, which, as I said, I've already sent 7-8 times.

Best regards

Arne, Roman

Sehr geehrte Damen und Herren,

eine Beschwerde beziehungsweise einen Streitfall gibt es ja bereits und ich dachte, vielleicht liegt es daran, dass ich, obwohl ich keine Boni oder sonstige Aktionen angenommen habe, am Wert des Umsatzes liegt, weswegen ich nicht auszahlen kann. Deswegen habe ich Blackjack gespielt und habe aus den 300 sogar noch 480 gemacht… Also am Umsatz// Mindestumsatz beziehungsweise liegt es anscheinend nicht. Es liegt wohl wirklich nur an dem Adressnachweis, den ich wie gesagt schon 7-8 mal dahin geschickt hab.

Mit freundlichen Grüßen

Arne, Roman

Never mind – the numbers wouldn't cover it anyway….

Hat sich erledigt – die Zahlen das sowieso nicht aus….

Dear Arne243,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Lucka, lucia.s@casino.guru . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Arne243,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Lucky Hunter Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Thank you for your time and for reviewing this case. We would like to provide clarification from our side.

At the time of the withdrawal request, the player was asked to complete a standard verification procedure, which includes providing proof of identity, proof of address, and proof of the payment method.

Please note that the verification of identity and address on our platform is carried out via the Sumsub verification service, and this process is fully automated without manual intervention from our team.

In this case, the documents submitted by the player as proof of address did not pass verification. The player uploaded screenshots and documents that do not meet the required standards, which cannot be accepted as valid proof of address.

For successful verification, we typically recommend providing official bank statements or utility bills, as these documents are more likely to meet the verification requirements. If the player experiences any difficulties during this process, our support team is always available to assist. However, in this case, the player did not reach out for assistance.

At this point, the funds that the player initially attempted to withdraw have already been used for further gameplay and are no longer available on the account balance.

Please let us know how you would prefer to proceed further with this case or if there is anything additional you would like us to provide.

Dear Arne243,

Please follow the casino’s request and try to submit a bank statement or a utility bill if possible. Make sure that your name, address, and the date are clearly visible on the document, and that it is submitted in the correct format.

Once you have submitted the documents, please let me know so we can review the situation together in case there are still any issues with the verification process.

Dear Arne243,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Lucia
Casino.Guru