LuckyElf Casino - Player’s winnings haven’t been received yet.

I won $15,000 over four days ago. I have put the withdrawal request through. They asked for my papers and my documents even though my account was already verified. I gave them everything. They were required four days ago within an hour of winning and put through a request for $3000, which is the maximum amount I’m allowed to request in one day and I am still waiting and it is still pending four days later. I am VIP with many casinos and I was approached by Lucky elf to be a VIP and was guaranteed one hour withdrawals. They have been extremely unhelpful won’t give me a reason as to why the withdrawal is taking so long even though the account is verified and it was not a bonus that was used. I have given them a photo of the bank that I uploaded the money from because they requested it and have requested many other forms which I’ve given them all and I am still waiting. I have never been made to wait with any of the other casinos that I am VIP with and have been given no information as to why I’m waiting.

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Dear Jaderebec,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Jaderebec,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Jaderebec,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru