Luckybull Anmeldelser 161

Besvarelse fra Luckybull

18. apr. 2023

Dear Kaba,
Thank you for your feedback. We understand your concerns regarding your withdrawal request and we apologize for any inconvenience you may have experienced. As an online casino, we take Know Your Customer (KYC) verification very seriously to ensure the security and integrity of our platform. KYC is a standard procedure in the online gaming industry.

Sometimes, the KYC verification process may take longer than expected due to various factors. We assure you that our team is working diligently to process your withdrawal request as quickly as possible.

Regarding your email, we apologize if there has been any delay in our response. We would like to clarify that we do not have visibility of non-replied emails, as our customer support team handles a high volume of inquiries daily.

We would like to take this opportunity to kindly ask for a little more of your patience. Rest assured that as soon as there are any updates regarding your verification process, you will be informed via email accordingly.
Best regards
Customer Experience Team

Besvarelse fra Luckybull

30. mar. 2023

Dear Happo,

Thank you for taking the time to share your feedback with us. We're sorry to hear that your verification process took longer than expected, and we understand how frustrating it can be to experience delays in the process. Please know that we're doing everything we can to verify player accounts as quickly and efficiently as possible.

Regarding the issue with the breach of bonus rules, we apologize for any confusion or inconvenience caused. Unfortunately, without access to your account details, we are unable to determine the specific rule you have breached. However, we have sent a request through TrustPilot platform to obtain your personal details so that we can investigate the matter thoroughly. We will be in touch with you via email as soon as we have more information.

Best regards
Customer Experience Team

Besvarelse fra Luckybull

21. feb. 2023

Dear Kunde,
Thank you for bringing this to our attention. We take all customer concerns seriously, and we understand how frustrating it can be to have your account closed. However, we would like to clarify that we only close accounts when we have evidence that a player has breached our terms and conditions.
We would like to emphasize that we are committed to fair play and providing our players with a safe and enjoyable gaming experience. We have strict policies and procedures in place to prevent any fraudulent or abusive behavior, and we take appropriate action when we have reason to believe that our terms and conditions have been breached.
To be able to check your account and to be able to see what happened we have requested your personal details to be provided through TrustPilot platform.
Once you will provide us with your personal details we will be able to check your account and our customer experience agent will reach out via e-mail.
Best regards
Customer Experience Team

Besvarelse fra Luckybull

24. okt. 2022

Dear Kimmo,

Thank you for your feedback.

We are sorry to see that you are having trouble with your KYC process.

Even though we don't have a time frame for the KYC process as the time frame can be influenced by many factors 1 week is not the time frame that is our goal.

Since we can't access your account from here, we have asked for your personal details through TrustPilot platform and we would kindly ask you to respond to our request.

Once we will receive your personal details we will be able to check your account and we will provide you with all pieces of information via e-mail.

Best regards
Customer Experience Team

Besvarelse fra Luckybull

30. sep. 2022

Dear Bianca,

Thank you for your time to review our casino.

We really appriciate your feedback and that you find our support very nice! :)

Best regards
Customer Experience Team

Besvarelse fra Luckybull

24. jun. 2022

Dear Garnet,

Thank you for taking the time to write your feedback.

We are sorry to see that your experience has not met your expectations.

Please note that KYC procedure is a standard one that we need to go through since we are a fully licensed casino operating under Malta Gaming Authority licence.

In our Terms and Conditions is clearly stated the following: ''Condor Group has the right, exercisable at its sole discretion and at all times, to request documents necessary to verify the identity of the Account holder. This is carried out in order to ensure that payment of any winnings is being made to the correct person and/or the use of the Player’s Account conforms with this Agreement.''

We appreciate that these processes can seem very complex, please be assured that they are in place for all of our customer’s security and we want to help you complete this process correctly.

Please be so kind to check your e-mail as our dedicated customer support provided you with all pieces of information needed.

We are more than sure that you will manage to complete your account verification and that your winnings will be paid out to you anytime soon.

Best regards
Customer Experience Team

Besvarelse fra Luckybull

14. apr. 2022

Dear Ari M,

Thank you for such nice feedback.

It's nice to see that you like our casino design and that everything is working fast for you! :)

Best regards
Customer Experience Team

Besvarelse fra Luckybull

14. apr. 2022

Dear Chris,

Thank you so much for your time to review our casino!

It's nice to see that you like the wide choice of our deposit bonus offers as we are doing our best to provide our players with the best possible ones all the time and we can't wait for you to see what we are preparing for our players in the future! :)

Best regards
Customer Experience Team

Besvarelse fra Luckybull

11. mar. 2022

Dear Mattih,

Thank you so much for your nice review.

We are happy to see that you find our support helpful and that they were able to help you with your documents for your account verification! :)

Best regards
Customer Experience Team