Complaint #2 LuckyElektra Casino

Account closed and all the funds deleted

By Henri K.

4 years ago

Deposited 150€ on LuckyElektra and managed to win 300€. Tried to withdraw all the funds on 21st september 2021. However my account was closed Friday 24th of September and no reason for that was given. Tried to ask from kyc and support the reason behind the shutdown multiple times and didn't get the exact answer. Also provided all the requested document for kyc process but never received even part of my withdrawal eventhough got an email they got my files asked.

I attached here also all full email conversations between me and the operator in English.

Disputed Casino LuckyElektra Casino

Reason Declined payment

Amount €300

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Casinokuningas

• Finland

4 years ago

I can confirm that I have now received the requested withdrawal.

LuckyElektra Casino

• Representative

4 years ago

Dear Player,

Thank you for reaching out. We highly appreciate your feedback and we will do our best to improve our service. We are deeply sorry about any misunderstandings.

We have sent you an email in regards to the reason behind your account closure. Feel free to contact us again for further assistance. We confirm the receipt of your documents. We have processed the 150 EUR withdrawal on 06.10.2021 and the remaining 150 EUR will be paid out in the nearest time. We will update you once again via email once it is done. We hope above settles the case for you.

We appreciate your patience and cooperation. Please feel free to contact us at any time.

Sincerely,
LuckyElektra

LuckyElektra Casino Complaint Stats

Resolved 7 / 7

Avg. Amount $753

Avg. Complaint Duration 4 days

Avg. Response Time 1 day

LuckyElektra Casino Complaints

See all complaints for this casino

LuckyElektra delay withdrawals 1500 USD

Hello.

I have an account in this casino for more than 2 years.

This time I request 3 different withdrawals of USD 500.

I requested it since last June 21st. As of today, I have not received the payment and when I contact support, the only answer is that "I should wait".

I have attached the screenshot with the pending withdrawal request.

Is possible to help me AskGamblers, please?

Resolved

$1,500

Deposit will not be processed

I made a deposit of €18.51 yesterday at 3:15 p.m. Normally I received such deposits after a few seconds to minutes. But not this time. After about half an hour I wrote to support to ask what was happening with my deposit and at the same time checked whether it had already been completely transferred. According to my crypto provider and also on the blockchain, I could see that the money had already been received in the casino. But support told me to wait 2 hours. After 2 hours same problem, still no money on the player account. Then I waited again and wrote to support in the evening who referred me to today and today support said they were sorry, everything had been forwarded and I should wait for a response. I have a really, really bad feeling about this, and I would like to have my money, at least a statement about what the problem is or something similar. They just end the chat if I ask again about the problem.

Resolved

€19

Withdrawal cancelled many times

I made a 60€ deposit with bonus at 27.09.2023, and managed to win 150€. Then I have tried several times to do withdrawal, and it always get cancelled. I have been contact to livechat many times, and asked what is wrong with my withdrawal.

They just told me to do it again, but finally they told me to send my bank details via email, and I did so. Now i havent heard anything from them, and money is still in casino account. It feels like there's no way to get any good response to my questions.

I hope this complain will help me.

Thank You

Resolved

€150

The Casino does not manage to complete verification

Dear Ladys and Gentlemen,

I am waiting now for a whole month for my withdrawal request to be processed (14.07.2023). The Casino has sent me a email for verification on 17.07.2023 which documents I have sent the same day. The Casino never replied to my email and when I asked Live Chat they just said they received the documents and I have to be more patient. On beginning of August I found a verification tab on the casino website where I uploaded all the documents (I never was instructed to do so whatsoever). Finally, 2 of the documents were accepted and one not. Again, I was not informed in any way and it wasn’t possible for me to find out what the reason was (support email ignored me, in livechat (which I contacted probably over 25 times) everyone said something else, mostly that I should be patient which is absolute nonsense at this point. When I am contacting livechat now it is the same thing.

On 11 August out of desperation I have sent them every transaction I made in July with my ewallet (they initially asked just for the transactions to the casino). This apparently hasn’t helped aswell, when contacting live chat they are either unaware that have subitted any documents or they say I should be patient which I have learned is a lie.

I now see that I have to take it in to my and your hands otherwise this verification will likely never happen. Please help me with this I would be so grateful! I will attach some documents (they are in German), but I have far more Screenshots of live chat that I can add if you want as I don’t want to overwhelm you with not so important information.

Addional information:
Withdrawal amount: 500€
On my account right now: roughly 2500€
Total deposit: 1x 500€

Thank you in advance!
Michael

Resolved

€500

Delayed payment 6 months 2700

I have withdrawn for 6 months with luckyelectra it has been my worst experience at an online casino ever!

Asking for new documents all the time. Just stalling and not responding to any of my inquiries NO RESPONSE FROM THE CHAT OR EMAILS.

Finally, I have my account verified and now they are not paying I hope I can ask the rep. If that is normal procedure.

Resolved

$2,700

My account is not verified

Hello. Please help me to get my money.

On December 25, 2022, I created an application for withdrawing funds from the casino.

On December 27, I received a letter from [email protected] about the need to provide documents. I sent them all the documents on the same day

On December 29th, I received an email from [email protected], they asked the question "Why do I use VPN" and I replied that I did not use VPN. Then, at their request, I logged into my account again and notified the live chat support about it.

On January 1, [email protected] notified me that they informed the relevant department that "I have logged into my account" and asked to wait 3 business days.

Three days later, I received no response from them. Please help me to pass the verification and get my money.

Resolved