Casino Luck - Account blocked until notarized documents sent
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.
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.
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