The player from Switzerland faced repeated demands for non-existent documents to withdraw approximately 500 NZD, despite having completed KYC verification. The casino's refusal to process the withdrawal and insistence on unnecessary verification led to significant frustration after extensive communication attempts. The issue was resolved after intervention from the Complaints Team, resulting in the player receiving her winnings. The casino acknowledged the inconvenience and expressed a commitment to improve future processes.
LuckyElf Casino - Player’s withdrawal is being delayed due to account verification issues.
Resolved
Our verdict
Case closed
Amount: 260 CHF
LuckyElf Casino
Safety Index:HighCase summary
Discussion
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1 year ago
Dear msg1992,
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.
- Do I understand correctly that verifying your deposits seems to be the only issue?
- Have you recently provided any other documents to verify your account and have they all been approved?
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,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 year ago
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Hello Kristina,
thank you for the very quick reply!
Yes, the KYC was confirmed, see screenshots:
"Congratulations! You are ready
Congratulations! Your account is now fully verified."
Address, payment cards and ID were and are complete and the verification on the website was also confirmed as completed. Then it started with the Skrill account even though I explained 100 times (see screenshots) that it is anonymous without an account. The live chat (also see screenshots) said yes and then I should upload proof of purchase for the Paysafecard, which I did, but then I was rejected again.
- Send a transaction confirmation with your details. Explained 100 times that you can't get this with a Paysafecard code, apparently none of the agents even check at deposit that you only need the card number.
- Live chat, as mentioned, said my purchase receipts were wrong because the payment was made in NZD and my cards were in CHF. Exactly, no one seems to know how their payment methods work and my explanations didn't help.
I'm sorry for all the screenshots but luckily I documented it well and can be verified.
It happened several times that the casino confirmed and said it was complete, then I made a withdrawal request and they asked for others. Now the "real" Paysafecard purchase route and the Skrill account. If you read what I said 10 times and someone had started a Paysafecard deposit themselves, you would have had evidence of my statements and seen what I said, you only enter the 16-digit number.
I really believe that they behave like this deliberately and know that there are no receipts. Also that they really think that my purchase receipts cannot match, despite the purchase being made shortly before the deposit, because the currency is different... Sorry, but every adult knows that currencies are converted. They probably hoped that I no longer had the cards. And almost a year later, no one would have the purchase receipts anymore because they threw away the receipt with the number after the credit was credited. Luckily I buy the Paysafecard via online banking, which is the only reason I was able to upload it. And if they speculated that the receipts were missing, then they just have to claim that they are incorrect. Again, I have never had to provide these myself in other Hollycorn casinos, they don't say anything except the amount, numeric code and date of purchase.
I ran out of space due to the character limit, so I could only attach the screenshots as a link. I am now adding the KYC confirmations and communication here again, in case you are not allowed to open external links.
The other half follows in the next 🙂
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1 year ago
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oh my god, PLEASE dear CasinoGuru team, contact the casino and ask them to stop this drama. I have never experienced anything so - sorry - sick.
Although the casino was just harassing me, I contacted paysafecard by phone at lunchtime.
With a little persuasion and another 30 minutes of effort, the friendly lady on the phone was willing to let me give her the card numbers and she would see if she could change the transactions of these 2 codes from "guest" and assign them to my registered & verified MyPaysafecard so that I could see the transactions there.
When making a deposit with paysafe, there are two options: anonymous, where you just enter the number, or with a logged-in myPaysafecard account. As far as I know, a retailer can only allow transactions with a customer account if they wish, but both are permitted here.
So if you do not pay anonymously but while logged in, ALL Dama & Hollycorn Casinos will then ASK for the PDF transaction overview and a photo of the paysafe account details with customer number as verification.
I have now uploaded the 2 PDFs, which are now assigned to my account thanks to customer service and which have EVERYTHING on them (my data, transaction number, etc.) plus the account page, to the casino. Please take a look, it can only be filtered by day so that only 1 transaction cannot be displayed individually. If you made several payments on one day, several pages are possible.
14.12 03:39 am:
The older one from January:
My name, amount, transaction number. Everything clear and precise.
Again: The company ALWAYS requests it in PDF format, and I can happily search for emails from the sister casinos.
As mentioned, there is NO other way to display this and these details and PDF are only available on the PC; all details are missing from the app.
My customer number and data are always requested.
As I said, the casino behaves like this for some reason and we are talking about a minimum win of 230 euros...
As expected, the casino is now inventing new, purely harassing requirements and it would go on like this forever.
Document rejected: "Please, upload screen of your deposit, on which we'll see your name, the date and time of deposit and the amount of it."
Look, that's exactly the information there.
I ask the live chat what is missing.
"Martina, I'm truly sorry for the inconvenience you've faced. I understand how frustrating it can be, and I want to assure you that I'm here to assist you and make things right. Your satisfaction is our top priority, and I'll make every effort to assist you promptly and effectively.
I kindly ask you to upload to your profile the screenshot of one specific transaction, which is screenshot of your last deposit from 2024-12-14 02:39:48 UTC at the amount of 20 NZD.
Please, open the details of this transaction in the bank app and take a screenshot.
If you have difficulties with it, I would recommend you to contact your bank for further assistance."
As mentioned, this is the next round in the game, knowing full well that it DOESN'T MATTER to verify and that paysafe only filters for certain days. I can't change the company's system and I find it sooooo strange, I would never have expected this from this company. If you want to scare me away as a customer after such a minimal win, you should just tell me I'm unwanted instead of provoking a nervous breakdown.
Please try to bring the casino representative to their senses, this whole thing has nothing to do with fair gambling.
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1 year ago
Thank you very much, msg1992, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hello msg1992,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and although I understand that the KYC process can be sometimes frustrating and lengthy, but the casinos need to follow rules and regulations as well, so although I can empathise with you that the whole process can be done more user friendly or quicker, it is a standard procedure that the casinos are entitled to. One aspect that seems to have led to this issue is your choice to make the deposit in NZD currency, which may raise some questions. Although this should not pose a significant issue, it appears to be complicating the recognition of your deposit by the casino team. Could you please clarify why you opted for NZD instead of your native CHF or the more commonly used EUR currency?
With this being said, I will contact the casino to shed more light on this matter.
We would like to invite LuckyElf Casino to join the conversation.
Dear LuckyElf Casino,
I kindly request your assistance in clarifying why the submitted documents were deemed insufficient to complete the player's KYC process. It looked like the player had provided all the documents that could identify the disputed deposit. If there are any other considerations affecting this situation that cannot be disclosed publicly, please do not hesitate to reach out to me at [email protected]
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1 year ago
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Hello Michal,
the minimum deposit in NZD was half as much as in EUR/CHF and I still have a balance in NZD in my Revolut bank account from a holiday 2 years ago, which is why I chose this currency.
If the casino allows different currency accounts, I assume that you can use this 🙂
I wish you, your staff and family a Merry Christmas
Warm greetings from snowy Switzerland
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1 year ago
Dear msg1992 and Casino Guru Team,
Thank you for contacting us and expressing your concerns.
We apologize for any inconvenience this may have caused. Your case has been escalated to the appropriate department and a thorough investigation has been initiated. We have carefully reviewed all the information you provided. Our team is actively working to resolve this issue and we will provide you with an update as soon as possible.
If you have any further details or questions, please do not hesitate to reach out to us.
Thank you for your patience and understanding.
Kind regards,
LuckyElf Casino Team
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1 year ago
Dear msg1992 and Casino Guru Team,
Thank you for your patience as we looked into your case.
After thoroughly reviewing the situation, we kindly request that you provide us with the following documents:
- A bank statement showing all transactions made on the 2024-12-14 02:38:03 UTC (please make sure your name is included).
- A separate proof of the deposit made specifically to our company on the 2024-12-14 02:38:03 UTC.
Unfortunately, there was an unusual activity on your account which caused a delay in the standard procedure. As a result, we need additional verification of certain details to proceed.
To expedite the process, please upload both documents together. Once we receive them, we will verify them as quickly as possible.
Thank you for your understanding and cooperation.
If you have any questions, please do not hesitate to reach out to us.
Kind regards,
LuckyElf Casino Team
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1 year ago
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Good day,
Bank statement from paysafecard? I have already uploaded this to you with all transactions from December 14th. This is also included above and is being rejected by you because you want to see a single transaction , knowing full well that paysafecard only allows a daily display and not a single transaction.
I don't see much point in it, especially since none of your uploads have been processed yet
but I'm uploading this document again, so it's twice.
For the 10th time: Your request "A separate proof of the deposit that was made specifically to our company on December 14th, 2024 at 02:38:03 UTC" cannot be fulfilled. Paysafecard only ALLOWS sorting by day, should I really make another video even though you know this and have never been asked about it in any Hollycorn casino?
(unfortunately only German, Italian and French can be set, so I'll have the screenshot translated via AI)
It would be nice if you could now check this with someone from your company and then refrain from making this technically impossible and unnecessary (payment verified by bank statement & proof) request. Thank you very much
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1 year ago
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Dear CasinoGuru Team,
thanks again for providing the platform here.
I am happy to confirm that I have now received my payment.
It's a shame that this enormous effort was necessary. We can only hope that the casino management will rethink this and save its customers, themselves and you this effort in the future.
Thank you
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1 year ago
Dear msg1992,
Thank you for verifying that you have received your payment.
We are delighted to hear that the issue has been resolved - congratulations on your win! 🎉
We apologize for any inconvenience you may have encountered during this process. Your feedback is highly appreciated and will be shared with our management team. Our goal is to constantly improve and simplify similar situations in the future, for the benefit of our players and our team.
If you require any assistance or have additional feedback, please do not hesitate to contact us. We are always available to assist you.
Kind regards,
LuckyElf Casino Team
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1 year ago
Dear msg1992,
Thank you for your confirmation. I can understand your far from ideal user experience with the whole situation however, I'm glad to see that our intervention helped to resolve the situation and you received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
