LuckyElektra Casino - Das Spielerkonto wurde aufgrund eines komplexen Überprüfungsprozesses deaktiviert.

Good Day,

My account has been deactivated and I can no longer log in because according to a conversation with customer chat, a verification process is due. This process, however, is becoming increasingly difficult.

The requested documents like a current bank statement, a selfie, and an ID card (front and back) have been submitted. Additionally, an electricity bill and another bank statement from the beginning of the year were also submitted in order to confirm my identity. I have never had to submit such an extensive amount of data for verification.

Currently, there is no more feedback from the casino, and I get the impression that there is no interest in completing the verification process even though there are still several thousand euros in the account.

I would be grateful if you could look into the matter.

Best,

Guten Tag,

mein Konto wurde deaktiviert und ich kann mich nicht mehr einloggen, weil laut Kontakt mit dem Kundenchat eine Verifizierung ansteht. Dies gestaltet sich aber zusehens schwieriger.

Die eingeforderten Dokumente wie aktueller Kontoauszug, Selfie, Personalausweis (Vorder- und Rückseite) wurden eingeschickt. Zusätzlich wurden noch eine Stromrechnung und ein weiterer Kontoauszug von Anfang des Jahres eingeschickt um die Identität zu bestätigen. Noch nie habe ich ähnlich viele Daten zur Verifizierung einreichen müssen.

Aktuell gibt es keine Rückmeldung mehr vom Casino und ich habe den Eindruck, dass kein Interesse besteht die Verfizierung abzuschließen obwohl noch mehrere tausend Euro auf dem Konto liegen.

Ich wäre Ihnen dankbar, wenn Sie sich den Fall anschauen.

LG

Hello tobiv,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyElektra Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block the access to your account until it is finished.

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Thank you for your feedback signal. I will try to answer all of your questions.

Already in April and the end of May I had tried several times to update the address after my move. This was allegedly not possible because no verification was necessary. I had pointed out several times that the saved address was no longer up-to-date. However, the address was not updated by the provider.

Then in July I noticed that my account was blocked and found out in the customer chat on July 22, 2023 that the account had been deactivated because verification was now necessary.

The requested documents (selfie, bank statement, identity card) were all sent on 22.7. mailed in, then asked again for bank statements from the beginning of the year and a utility bill. These documents were then forwarded on 7/25/23. Since then there has been no response from the provider...

Best regards

Hallo Nick,

Danke für Deine Rückmeldung. Ich werde versuchen alle Deiner Fragen zu beantworten.

Schon im April und Ende Mai hatte ich mehrfach versucht nach meinem Umzug die Adresse zu aktualisieren. Dies war angeblich nicht möglich, weil keine Verifizierung notwendig gewesen ist. Mehrfach hatte ich darauf hingewiesen, dass die gespeicherte Adresse nicht mehr aktuell ist. Die Adresse wurde aber seitens des Anbieters trotzdem nicht aktualisiert.

Dann hatte ich im Juli bemerkt, dass mein Konto gesperrt ist und am 22.7.2023 im Kundenchat erfahren, dass das Konto deshalb deaktiviert worden ist, weil nun die Verifizierung notwendig sei.

Die angeforderten Dokumente (Selfie, Kontoauszug, Personalausweis) wurden alle am 22.7. eingeschickt, dann forderte man erneut Kontoauszüge von Anfang des Jahres und eine Stromrechnung an. Diese Dokumente wurden dann am 25.7.23 weitergeleitet. Seitdem gibt es bislang keine Rückmeldung vom Anbieter...

Viele Grüße

Hello tobiv,

Would it be possible to forward the communication between you and the casino where you informed them regarding your address change prior to the verification process?

Please send it to nikolas.b@casino.guru.

Hello Nikolas,

Thank you for your feedback signal. I'll get back to you via email right away!

Best regards

Hallo Nikolas,

Danke für deine Rückmeldung. Ich werde mich gleich per email bei dir melden!

Viele Grüße

Thank you tobiv for all the provided information. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi tobiv,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear LuckyElektra Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Have you received all the requested documents from the player to complete verification? Would you please specify which stage the verification is on?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear tobiv,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia