The player from Switzerland is facing repeated demands for non-existent documents to withdraw approximately 500 NZD, despite completing KYC verification. The casino's refusal to process the withdrawal and insistence on unnecessary verification have led to significant frustration after extensive communication attempts.
LuckyElf Casino - Player’s withdrawal is being delayed due to account verification issues.
Amount: 260 CHF
LuckyElf Casino
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Case opened
Current status
Waiting for Casino Guru to reply
4d 23h 57m 43s
Case summary
2 days ago
Public
Public
2 days ago
Dear msg1992,
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 your deposits seems to be the only issue?
- Have you recently provided any other documents to verify your account and have they all been approved?
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
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.
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2 days ago
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Hello Kristina,
thank you for the very quick reply!
Yes, the KYC was confirmed, see screenshots:
"Congratulations! You are ready
Congratulations! Your account is now fully verified."
Address, payment cards and ID were and are complete and the verification on the website was also confirmed as completed. Then it started with the Skrill account even though I explained 100 times (see screenshots) that it is anonymous without an account. The live chat (also see screenshots) said yes and then I should upload proof of purchase for the Paysafecard, which I did, but then I was rejected again.
- Send a transaction confirmation with your details. Explained 100 times that you can't get this with a Paysafecard code, apparently none of the agents even check at deposit that you only need the card number.
- Live chat, as mentioned, said my purchase receipts were wrong because the payment was made in NZD and my cards were in CHF. Exactly, no one seems to know how their payment methods work and my explanations didn't help.
I'm sorry for all the screenshots but luckily I documented it well and can be verified.
It happened several times that the casino confirmed and said it was complete, then I made a withdrawal request and they asked for others. Now the "real" Paysafecard purchase route and the Skrill account. If you read what I said 10 times and someone had started a Paysafecard deposit themselves, you would have had evidence of my statements and seen what I said, you only enter the 16-digit number.
I really believe that they behave like this deliberately and know that there are no receipts. Also that they really think that my purchase receipts cannot match, despite the purchase being made shortly before the deposit, because the currency is different... Sorry, but every adult knows that currencies are converted. They probably hoped that I no longer had the cards. And almost a year later, no one would have the purchase receipts anymore because they threw away the receipt with the number after the credit was credited. Luckily I buy the Paysafecard via online banking, which is the only reason I was able to upload it. And if they speculated that the receipts were missing, then they just have to claim that they are incorrect. Again, I have never had to provide these myself in other Hollycorn casinos, they don't say anything except the amount, numeric code and date of purchase.
I ran out of space due to the character limit, so I could only attach the screenshots as a link. I am now adding the KYC confirmations and communication here again, in case you are not allowed to open external links.
The other half follows in the next 🙂
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2 days ago
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oh my god, PLEASE dear CasinoGuru team, contact the casino and ask them to stop this drama. I have never experienced anything so - sorry - sick.
Although the casino was just harassing me, I contacted paysafecard by phone at lunchtime.
With a little persuasion and another 30 minutes of effort, the friendly lady on the phone was willing to let me give her the card numbers and she would see if she could change the transactions of these 2 codes from "guest" and assign them to my registered & verified MyPaysafecard so that I could see the transactions there.
When making a deposit with paysafe, there are two options: anonymous, where you just enter the number, or with a logged-in myPaysafecard account. As far as I know, a retailer can only allow transactions with a customer account if they wish, but both are permitted here.
So if you do not pay anonymously but while logged in, ALL Dama & Hollycorn Casinos will then ASK for the PDF transaction overview and a photo of the paysafe account details with customer number as verification.
I have now uploaded the 2 PDFs, which are now assigned to my account thanks to customer service and which have EVERYTHING on them (my data, transaction number, etc.) plus the account page, to the casino. Please take a look, it can only be filtered by day so that only 1 transaction cannot be displayed individually. If you made several payments on one day, several pages are possible.
14.12 03:39 am:
The older one from January:
My name, amount, transaction number. Everything clear and precise.
Again: The company ALWAYS requests it in PDF format, and I can happily search for emails from the sister casinos.
As mentioned, there is NO other way to display this and these details and PDF are only available on the PC; all details are missing from the app.
My customer number and data are always requested.
As I said, the casino behaves like this for some reason and we are talking about a minimum win of 230 euros...
As expected, the casino is now inventing new, purely harassing requirements and it would go on like this forever.
Document rejected: "Please, upload screen of your deposit, on which we'll see your name, the date and time of deposit and the amount of it."
Look, that's exactly the information there.
I ask the live chat what is missing.
"Martina, I'm truly sorry for the inconvenience you've faced. I understand how frustrating it can be, and I want to assure you that I'm here to assist you and make things right. Your satisfaction is our top priority, and I'll make every effort to assist you promptly and effectively.
I kindly ask you to upload to your profile the screenshot of one specific transaction, which is screenshot of your last deposit from 2024-12-14 02:39:48 UTC at the amount of 20 NZD.
Please, open the details of this transaction in the bank app and take a screenshot.
If you have difficulties with it, I would recommend you to contact your bank for further assistance."
As mentioned, this is the next round in the game, knowing full well that it DOESN'T MATTER to verify and that paysafe only filters for certain days. I can't change the company's system and I find it sooooo strange, I would never have expected this from this company. If you want to scare me away as a customer after such a minimal win, you should just tell me I'm unwanted instead of provoking a nervous breakdown.
Please try to bring the casino representative to their senses, this whole thing has nothing to do with fair gambling.
Edited
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Casino Guru is examining the case
