Casinoluck - closing account while playing

Hi lozfitz14 - welcome to ThePOGG.com!

While this isn't common, closures of this nature can happen at any online casino are highly unlikely to be related to wins or losses.

The most likely reasons for this issue is either:

a) a duplicate account

b) self-exclusion at another EveryMatrix brand

c) an issue with the deposit you made

Before we can do anything to help you I need you to provide the username and email address you use at CasinoLuck.

Thanks,

ThePOGG

Hi i definately have no duplicate account with them or self excluded from any casino's, an yes no probs its username: [EDIT] email: [EDIT]

Hi lozfitz14,

I've spoken with Casino Manager at Casino Luck and they've told me that their team have been in contact with you to request some additional identification since the time you submitted your complaint. Can you confirm this? If so have you submitted the requested ID?

Thanks,

ThePOGG

yes they been in contact after numerous emails, they wanted:

photo id

photo id held next to my face

screenshot of inside my moneybookers account

proof of address

then furthermore they require notarised copies of my passport and bankstatement.

I have sent all id, now im looking into getting my 2 copies of id notarised lol.

I feel very unfairly treated with them, i had somewhere close £800 in the account, and im sure they would'nt of locked account if i had lost my money.

Hi lozfitz14,

Have you managed to obtain and submit your Notarized ID?

Thanks,

ThePOGG

no not yet as is seemed really suspicious, they wanted me to hand mail them to a romanian address? is this legit as will get them done tomoz if its ok?

Hi lozfitz14,

CasinoLuck run on the EveryMatrix software platform. EveryMatrix have their document processing office in Romania, so this is normal in the instance of such requests.

Thanks,

ThePOGG

ok thanks will get documents sorted tomoz. thanks.

Hi lozfitz14,

Have you managed to submit your Notarized ID?

Thanks,

ThePOGG

Hi lozfitz14,

I've just spoken with Casino Luck. They've confirmed that your ID has been received and verified. Your account is now open.

For your convenience, you have approximately 2340 of wagering to complete before you can make a withdrawal.

Let me know if there's anything else you need!

ThePOGG

Hi lozfitz14,

Have you managed to access your account?

Thanks,

ThePOGG

Hi lozfitz14,

If we haven't heard back from you by Friday the 6th of January we'll assume that you've gained access to your account and that this issue is resolved.

Thanks,

ThePOGG