Lukkly Casino - A conta do jogador permanecerá não verificada por tempo indeterminado.

I am submitting this complaint because Lukkly7 has trapped my account in an indefinite verification loop and severed all communication.

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On June 25, 2026, I submitted a utility bill as requested by their Compliance Control team. I received a direct email confirmation that same day, which explicitly stated that the document review would take "up to 5 business days."

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It has now been nearly eight weeks. Despite their own 5-day deadline passing long ago, my account remains unverified. I have sent multiple follow-up emails attempting to get a status update, and every single one has been ignored. Their live chat is also perpetually offline, leaving me with zero avenues for support.

​Taking deposits while deliberately disabling communication channels when it is time to verify an account is an unacceptable business practice. Furthermore, I want to make it absolutely clear on this public forum that I am fully prepared to see this dispute through to the end. I will not accept any bad-faith, conditional offers to remove this complaint in exchange for processing my documents or a simple deposit-only refund. I expect my account to be fully verified as per standard industry compliance.

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 Halabaku,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Could you please confirm whether you have submitted all of the documents requested by the casino for the KYC verification process?
• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?
• Do you currently have any pending withdrawal requests?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Yes i already submitted all the requested documents through email.

Since 25 june there no more response from them. I have no pending withdrawal request at the moment.

Dear Halabaku,

Thank you very much for your reply and clarification.

To allow me to review the verification process more closely, could I kindly ask you to provide copies of the documents you submitted to the casino for your KYC verification?

If possible, please also include the email correspondence showing when the documents were submitted and any confirmation you received from the casino.

You may attach everything directly to this complaint thread or send it to karla.m@casino.guru.

Thank you very much for your cooperation. I appreciate your assistance and look forward to your reply.

Karla M.

Already sent.

Dear Halabaku,

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,Lucia, (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 Halabaku,

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 Lukkly 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.