The player from Germany has had his account deactivated due to a verification process. Despite providing all the requested documents, including a bank statement, selfies, and an ID card, he has not received any response from the casino about this process. Several thousand euros are still pending in his account. Despite our attempts to contact the casino, there's been no reaction so we were forced to close the compplaint as unresolved.
LuckyElektra Casino - Player’s account deactivated due to complex verification process.
Black points: 1180
Amount: €3,100
LuckyElektra Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
8 months ago
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9 months ago
Translation
Good Day,
My account has been deactivated and I can no longer log in because according to a conversation with customer chat, a verification process is due. This process, however, is becoming increasingly difficult.
The requested documents like a current bank statement, a selfie, and an ID card (front and back) have been submitted. Additionally, an electricity bill and another bank statement from the beginning of the year were also submitted in order to confirm my identity. I have never had to submit such an extensive amount of data for verification.
Currently, there is no more feedback from the casino, and I get the impression that there is no interest in completing the verification process even though there are still several thousand euros in the account.
I would be grateful if you could look into the matter.
Best,
Automatic translation:
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9 months ago
Hello tobiv,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyElektra 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 and the casino may block the access to your account until it is finished.
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
Hello Nick,
Thank you for your feedback signal. I will try to answer all of your questions.
Already in April and the end of May I had tried several times to update the address after my move. This was allegedly not possible because no verification was necessary. I had pointed out several times that the saved address was no longer up-to-date. However, the address was not updated by the provider.
Then in July I noticed that my account was blocked and found out in the customer chat on July 22, 2023 that the account had been deactivated because verification was now necessary.
The requested documents (selfie, bank statement, identity card) were all sent on 22.7. mailed in, then asked again for bank statements from the beginning of the year and a utility bill. These documents were then forwarded on 7/25/23. Since then there has been no response from the provider...
Best regards
Automatic translation:
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9 months ago
Hello tobiv,
Would it be possible to forward the communication between you and the casino where you informed them regarding your address change prior to the verification process?
Please send it to nikolas.b@casino.guru.
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9 months ago
Translation
Hello Nikolas,
Thank you for your feedback signal. I'll get back to you via email right away!
Best regards
Automatic translation:
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8 months ago
Thank you tobiv for all the provided information. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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8 months ago
Hi tobiv,
I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear LuckyElektra Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Have you received all the requested documents from the player to complete verification? Would you please specify which stage the verification is on?
I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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8 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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8 months ago
Dear tobiv,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Natalia
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