LuckyElektra Casino - Hráč se snaží dokončit ověření účtu.

Hello. Please help me get money from luckyelektra.com . I registered on this site on October 9th. I made a deposit, made a bet on a sporting event. I won money 63 euros. I wanted to take them out. After that, I received a letter on October 13 that I need to pass verification. The KYC department requested a photo of my passport, a selfie with my passport, and proof of residence. I uploaded my passport, passport selfie and bank statement. On October 21, I received a letter that they ask me to send another document confirming my residence. I sent a utility bill after this request. On October 24, I received a letter from the KYC department that they want to see another confirmation of my residence. I don't know what to send them and I can't figure out why they weren't happy with my bank statement and utility bill. Those documents contain all the necessary information. I have no more documents that would confirm my residence. Please help me to solve the current problem

Dear Dinara2022,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the document confirming your residence seems to be the only obstacle standing between you and your winnings? Has the casino approved the rest of your documents? 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

hello. thanks for your response. I received my money. they accepted the documents that I sent earlier. Thank you for your attention

Awesome news, Dinara2022. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.