Newlucky Casino - Игрок не может вывести средства из-за проблем с проверкой аккаунта.

On 18.01.2025 i made 1000EUR deposit to www.newlucky.com, played some slots and casino. Made profit of 126.65EUR. on 19.01.2025 i decided to verify my account, uploaded all documents, but they havent uploaded properly and i cannot upload new one due to technical issues of the website. I right away told regarding issue to live supporters. passed almost two weeks, but they still havent solved issue and because of that I cannot request withdrawal.

Hello kristersbumbieris05,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Newlucky Casino. Please allow me to ask you a few more question before we would move forward.

• Which documents have been already approved and which ones not?
• Did you try to finish the verification process through their e-mail support?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

1. I don't know what was approved, they got kyc issue

2.i asked to send me verification link many times, but they tell that they are investigating issue

3.i am speaking to support via live chat and email for each day since I tried to verify account, almost two weeks, but they keep saying that they are investigating issue

How can they investigate issue for two weeks?

Hello kristersbumbieris05,

I've meant to send the documents by e-mail not for them to provide a link.

Please forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review.

Awaiting for your response.

Regards,

Nick

Wrote you an email.

Thank you kristersbumbieris05 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear kristersbumbieris05,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Newlucky Casino representative to join this conversation.

Dear Newlucky Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

Dear Kristers and CasinoGuru Team,

Thank you for your patience. 

At the moment, we are conducting a detailed review of the case with the relevant department to determine a resolution.

We appreciate your understanding and acknowledge that waiting for an update may take some time. Please know that we are actively working on this matter to ensure a thorough review.

If you have any further questions or need clarification, please don’t hesitate to reach out.

Best regards,

NewLucky Casino Team

Dear kristersbumbieris05,

I am communicating with the casino outside of this thread. I will let you know, if there are any updates.

almost two months passed, but i still cannot withdraw funds. what is going on?

Dear Kristers and CasinoGuru Team,

Thank you for your patience.

As part of an additional review by the relevant department, we previously requested the player to provide proof of address and deposit confirmation. The player has recently submitted these documents, and at this time, the account has been manually verified.

We now kindly ask the player to request a withdrawal.

Best regards,

NewLucky Casino Team

account indeed was verified, requested withdrawal. thank you for assistance.

Dear kristersbumbieris05,

I am glad to hear, you were able to complete your KYC process.

Please notify me, when you receive your withdrawal.

Thank you.

Dear kristersbumbieris05,

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.