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Casino Luck - Account blocked until notarized documents sent

Ruling

Resolved - We have significant concerns about the similarities between this and 2 other complaints submitted against CasinoLuck by 3 supposedly independent parties. Regardless, these players have been paid.

Read our CasinoLuck Review.

Player's Complaint

Hi there,

I would like to submit a complaint against Casino Luck.

I signed up with them on the 14/08/2015 username [EDIT] and accepted there welcome bonus which I played through and managed complete the wagering. I then submitted a withdraw request when funds were cleared of the wagering bonus (with a nice £200 profit).

The morning after I received an email from them saying my withdraw had been rolled back into my casino account but when I tried to log in it said my account was blocked so I went on live chat but was advised to email them for further information which I did.

They emailed me back within 48 hours saying my account had triggered a security alert and that they needed certain documentation emailed to verify, which I completely understand and complied with, but also notarized documents. I have never been asked for notarized with any other casino before. I have emailed asking for more information on this procedure, if there was any other way as from what I have managed to find out it can be quite costly and also if there was any way they would refund me the cost when it proved my identity.

The only response back was that there would be no refund....

I have found them to be extremely uncooperative with my questions and in a way quite rude with there response.

I would be very grateful if you could help me with this matter. While I understand that fraud prevention is really important, I really don't understand why I need to fork out a substantial sum of money to get notarized when other companies are able to do this without.

I would be more than willing to submit these documents that they are requesting if they would refund me the cost but as they have said they are not willing to then I don't know what else to do.

Kind regards,

[EDIT]

Read the casino review

2 Responses

User icon
ThePOGG
August 24, 2015

Hi cecege - welcome to ThePOGG.com!

Before I go any further with this complaint I need you to answer some questions for me;

1) the amount you deposited

2) the bonus you received

3) your deposit method

4) the games you played

5) the amount you wagered on the various games (bet size not total amount played through)

Thanks,

ThePOGG

Thanks,

ThePOGG

User icon
ThePOGG
August 26, 2015

Hi cecege,

I'm posting the information you emailed through below:

"I deposited £150 and received the 100% welcome deposit match bonus of £150.

I used Skrill to deposit and played through on Bloodsuckers I think it was called and just span at the minimum spin value available which I think was 20p a spin or there abouts. Can't double check as can't access my account. Only played that game as was being kind to me."

I have discussed this issue, and a couple of others of a very similar nature that have been submitted to this site is a short time frame, with Casino Luck.

I can say that there's been a significant spike in account sign-ups with Casino Luck over the last couple of month where the accounts are coming from a specific geographic region and showing a significant and usual level of similarity across their activity (i.e. the similarities are unlike to be explained as coincidence).

Looking at the answers you gave about, I can see similarities to the other complaints that have been submitted to this site.

As such the accounts in question have been asked to comply with additional security requirements.

These similarities could be nothing more than unfortunate coincidence but they do place you in a group that justifiably requires heightened security verification.

I have spoken with Casino Luck regarding this issue and for the time being I'd ask that you put the Notarized ID request on hold and they've asked you to provide photos of you holding your ID next to your face (so that you can see both the ID and your face in the picture).

I cannot guarantee at this point that the request for NID won't be reissued further down the line, but we'll cross that bridge when we come to it.

If you could let me know when you've submitted the photos I'd appreciate it.

Thanks,

ThePOGG

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Agreement

cecege consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

August 24, 2015

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