The player from Australia had been waiting six weeks for a $300 withdrawal from Lucky Elf Casino and had made 72 communication attempts without resolution. He felt humiliated by the verification demands, including sending a photo holding a sign, and was then receiving only automated responses. The complaint was ultimately rejected due to the player's lack of response to the team's inquiries, which had hindered further investigation.
LuckyElf Casino - Player’s withdrawal has been delayed.
Amount: A$300
LuckyElf Casino
Safety Index:HighSafety Index
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8.8
LuckyElf Casino has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
1 month ago
Hi
After 72 attempts to communicate with Lucky Elf Casino, and withdraw $300, I had to resort to the Guru for help.
I have been made look like a fool, and stand with a piece of lined paper ( not blank,) showing both hands were mine, and no one else's...saying.
"HI LUCKY ELF CASINO". AND THE DATE......
LOL WHAT A JOKE
It seems no, that after each message I send them now, I get a computer generated message, saying the same thing over.
REGARDS ROBERT C***
Public
Public
1 month ago
Dear robcarter,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you cannot withdraw your winnings because of incomplete verification?
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.
- Could you please advise which documents you have already provided (except for those you mentioned in your initial message) and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
