LuckyElf Casino - Player's funds are confiscated due to balance discrepancy.

Complaint Submission: Balance Discrepancy and Data Erasure at LuckyElf Casino

Casino Name: LuckyElf Casino

Date of Incident: Friday, November 29, 2024

Subject: Formal Complaint – Balance Discrepancy and Data Erasure

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Complaint Summary:

On Friday, November 29, 2024, during a gaming session, my phone crashed. Upon logging back in, I discovered that my account balance had been depleted through repetitive $4 bets that I did not place.

Multiple representatives of LuckyElf Casino, including Stacy M., Jacques M., and Ashley W., acknowledged the possibility of an autobet malfunction, which they described as potentially placing bets without my active participation. Despite these admissions, LuckyElf Casino has failed to void the affected wagers or restore my balance.

Additionally, when I attempted to retrieve game data for the time of the incident, I discovered that all activity from before December 2, 2024, had been erased. This action raises serious concerns about transparency and accountability, as it prevents me from independently verifying the details of the incident.

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Details of the Incident:

1. During the gaming session, the autobet feature appears to have been unintentionally triggered, resulting in repetitive $4 bets while I was inactive.

2. LuckyElf Casino representatives initially admitted to a possible malfunction but later shifted their stance, denying technical errors without providing evidence to support their claim.

3. Game data from November 29, 2024, has been erased from my account records, further complicating the resolution process.

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Evidence Provided:

1. Email Correspondence: Attached is the full record of communications with LuckyElf Casino, where their representatives acknowledge the possibility of an autobet malfunction.

2. Account Activity Records: Screenshots showing the absence of game data for November 29, 2024.

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Requested Resolution:

I am requesting the following actions from LuckyElf Casino:

1. Void the affected wagers and restore my account balance to its state prior to the incident.

2. Provide a full and transparent explanation of the actions taken regarding this case, including the rationale behind the erasure of my game data.

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Additional Notes:

This complaint is being submitted in good faith, and I am hopeful that Casino Guru’s Complaint Resolution Center can assist in resolving this matter amicably. If additional information or clarification is required, I am happy to provide it promptly.

Thank you for your attention to this matter.

Sincerely,

Stephen A.

d*********@gmail.com

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This is a polished and complete submission that highlights your key concerns and evidence. Let me know if you'd like to adjust any details or add further points before submitting!

Dear Drakoswolf,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Could you please share your game history?

Could you please forward your game history in Excel format with the exact time of the incident to dominika.l@casino.guru? Please request your game history in Excel format from the casino.

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

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.

Dear Drakoswolf,

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.