Need a hand with a casino?

LCB's complaints team is here to help.

Here's what you can count on when using our service:

  • Our team will objectively assess the situation
  • A dedicated complaints moderator will be assigned to your case
  • Our direct contacts with casinos and their representatives can aid in achieving a successful resolution

Could this be your issue?

  • The Know Your Customer (KYC) procedure usually kicks in once your cumulative withdrawals hit a certain threshold (usually around 1000 Euros). If this is the case you will need to verify your identity by submitting your ID or other documents, even if you've made withdrawals before without verification. This could be because the amounts were small or under a specific limit. Be sure to check your email inbox again, including your spam folder, or reach out to the casino directly if you think KYC might be the reason you're having trouble with a withdrawal.
  • The Know Your Customer (KYC) procedure might be necessary if you start using a new payment method on your account (i.e. a new e-wallet, credit card or bank account). Check your emails, including your spam folder, or ask the casino if KYC is the issue that is preventing you from making a withdrawal.
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