The player from Germany has been experiencing difficulties withdrawing his funds. Subsequently, all the funds were played and lost. We rejected this complaint as the funds have been played before we could intervene.
LuckyElektra Casino - Player has been struggling to withdraw his winnings.
Amount: €369
LuckyElektra Casino
Safety Index:Below averageSafety Index
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6.0
LuckyElektra Casino has a Safety Index of 6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Ladies and Gentlemen
my withdrawal request had still not been processed after 8 days. Here luckyelektra has violated its terms and conditions.
I then canceled the withdrawal and then lost the money.
The money should have been paid out to me or at least it should no longer have been possible to cancel this payment. I am addicted to gambling. Please make sure that luckyelektra refunds me the amount!
Automatic translation:
Public
Public
2 years ago
Dear eurogalaxy85,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.
Could you please advise if you informed casino about your gambling problem?
Thank you in advance for your reply and understanding.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Dear Pertronela,
that I am addicted to gambling I have mentioned here by the way in this case. I didn't tell Luckyelektra myself. But it shouldn't be an argument for a refund either.
The argument for the refund is point 6.15 of the Luckyelektra General Terms and Conditions. According to LuckyElektra Casino's terms and conditions, payouts should be processed within 3 working days. See Appendix.
After 8 days I was still able to cancel the withdrawal. The casino withheld the money!
So there is a violation here. Therefore, the 369.70 EUR must definitely be refunded to me!
Warm greetings
Mostafa
Automatic translation:
Public
Public
2 years ago
I'm afraid that that's not an argument for a refund. If your withdrawal is delayed for any reason we strongly suggest contacting us as soon as possible while you have funds inside your account. Once you lose your balance, we can't help you anymore.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
