FlukyOne Casino - Оттеглянето на играча се забавя поради проблеми с KYC.

I am register in Flukyone on 17-10-2024...After completion of mobile number and email verification i received no deposite bonus and completed wagering and convert into real money 50Euros...After then i want to withdraw that amount asking kyc...When i submit my kyc all details shows we couldn't verify your profile...I submit all correct details but i can't understand why it was rejected...I requested soo many times to customer care and also via Mail... But not solving anyone..please solve my issue

Dear immushaik143sa, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

I submit my all details like National id card and my bank statement... When i submit my bank statement for proof of address it rejected two to three times after then it shows we couldn't verify your profile...It was same in my national id card and bank statement

Thank you for your reply.

Could you please specify if your National card was approved during verification, or has it been rejected like the other documents as well?

Did you submit the same bank statement and proof of address two or three times, although these documents kept getting rejected, or did you upload a different document each time?

Yes i uploaded my bank statement for proof of deposite and also my address where it has same in nation id card...It was rejected two times and again i tried submitting another bank statement pdf but same issue...I submitted my Nation id, My selfie video record and my bank statement... successfully accepted my nation id and my face video recorder...But when it comes to bank statement it rejected two times after then when i submitted another bank statement it was rejected and it shows we couldn't verify your profile...

Have you tried contacting customer support via email since the system does not allow you to send verification documents one more time? Also, please forward me the documents that were not accepted during your KYC verification at veronika.l@casino.guru. Thank you for your cooperation and patience.

Ok...I am send my details to your mail what i submitted in Flukyone casino ..please check once

Thank you very much, immushaik143sa, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello immushaik143sa,

My name is Romi and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear FlukyOne Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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 immushaik143sa,

I have tried to contact the casino repeatedly but had no success.

I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Romi