LuckyElf Casino

Case summary

The player from Australia had requested a withdrawal of $300 two months ago and had submitted all requested documents but had not received a response. He sought clarity on what additional information was needed to complete the process. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, leading to the rejection of the complaint.

Discussion

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robcarter

Bronze

Australia

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9 months ago

I have submitted all documents you have requested, I have been waiting for a response, i don't understand what else I need to provide

Just want my $300 please

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Nikolas

PR Assistant

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9 months ago

Hello robcarter,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyElf Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing?
Which documents have been already approved and which ones not?
When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

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Nikolas

PR Assistant

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9 months ago

Dear robcarter,

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.

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Nikolas

PR Assistant

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9 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

LuckyElf Casino - Player's withdrawal is delayed.

Player stopped responding

Amount: A$300

Case summary