LuckyElf Casino - Player’s deposit verification is delayed.

I have been playing at the casino for a long time, I have completed my KYC, made numerous deposits and withdrawals, and now they have started asking me to send them a picture of my card. I have sent them a picture of the front and back of the card, and I have also sent them a bank statement proving that the card is mine. I do not understand why they are doing this - I have sent them this card and all the others as soon as I started playing at the casino. But now all of a sudden it's not acceptable, and for the past 14 days I have been sending them proof and explaining to them that it is a debit card that has a Mastercard number on the front and the card's validity, my account number, and my details on the back. I have even sent them a mirror image of the card, but it still isn't sufficient. I am really on the verge of losing my sanity, please help.

Dear rile15,

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 the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I submitted all the documents a year ago, all the pictures of the cards as well, everything was fine, I also made a withdrawal last month, but now all of a sudden they want what I did a year ago, as I said, I have a 2/1 card, that means that it is a debit card, the first page is the master card number and the validity date, and the back page is my personal account number and personal information, I sent them the same as the first time, a mirror image and a bank receipt. I did not play with the bonus, I sent all this and it is not right, I don't know what to do to get on the plane and go to them in person, I really don't know

Thank you very much, rile15, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Ok thx

Dear rile15,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a LuckyElf Casino representative to join this conversation and participate in resolving this complaint.

Dear LuckyElf Casino,

Could you please state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

The account has been checked, the kyc has been completed, as I said, I have no problems with the casino, I have made deposits and withdrawals, they have already checked this card, but now they are checking the card again all of a sudden. The problem is that I sent them again everything that they request and they reject all my pictures and documents.. I don't know why they do this, here is the proof that I have already made deposits and withdrawals in the past

Dear rile15 and Casino Guru team,

Thank you for taking the time to post a review about LuckyElf Casino. We appreciate your feedback.

We deeply apologize for the player's negative experience at our casino. Furthermore, we understand their frustration and would like to make things right.

Firstly, congratulations on your recent win! We are thrilled to see our players enjoying success at our casino.

We want to inform you that the previously uploaded documents have been successfully received and verified. Thank you for your prompt cooperation in this matter. However, we kindly request you refrain from deleting any uploaded documents, as they are essential for ensuring a smooth and secure gaming experience.

Please be aware that we may need to request additional documents in certain situations, especially when you decide to use a new deposit method. This additional verification is a standard procedure to maintain the highest level of security and compliance with our regulatory obligations.

Nevertheless, we regret to inform you that we are unable to accept the photos you provided as they do not contain the relevant information we require, including your full name and card number.

To facilitate this, we kindly ask you to upload a bank statement of your card, which includes the relevant details, namely your full name and card number, so we know that the card belongs to you. This ensures a secure and efficient verification process.

Once again, we appreciate your understanding and cooperation.

If you have any questions or concerns, feel free to contact our support team; we will be happy to assist you.

Our team looks forward to your understanding in this regard.

Best regards,

LuckyElf Casino Team

Hello rile15,

Could you follow the casino's instructions and upload the bank statement of your card containing your full name and the card number?

Thank you very much in advance for providing the information.

Please, let me know once you follow the instructions.

Dear rile15,

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.

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.