LuckyElf Privacy Policy

At LuckyElf, we take your privacy seriously and are committed to protecting the personal data you share with us when you register, deposit, play or contact our support team. This Privacy Policy explains what information we collect, how we use it, who we share it with, and the rights you have over your own data. By creating an account with LuckyElf Casino or using any of our services, you confirm that you have read and understood this policy.

This document applies to all visitors and registered players of LuckyElf, including those accessing our desktop site, mobile browser version or our installable app. If you do not agree with any part of this policy, we ask that you do not use our website or services.

Who We Are

Our platform is operated by Metlait SRL, registered in Costa Rica under registration number 3-102-911867, with its registered address at El Guayaval, Residencial La Campina Casa Numero Q-11, Cartago, El Guarco, Tejar, 30801, Costa Rica. We hold a licence issued by the Anjouan Gaming Commission, Government of the Autonomous Island of Anjouan, Union of Comoros, licence No. ALSI-202509073-FI2. Here at LuckyElf, we act as the data controller responsible for the personal information you provide to us.

Information We Collect

We collect several categories of information to operate LuckyElf Casino safely and in compliance with applicable regulations. Our LuckyElf platform gathers data at different stages of your relationship with us, including registration, account login, gameplay, deposits, withdrawals and customer support interactions.

• We collect registration details such as your name, date of birth, email address, phone number, country of residence and chosen currency.
• We collect identity verification documents, including passport details, identification cards, proof of residence and statements verifying the source of funds, when required under our KYC obligations.
• We record transaction data related to deposits and withdrawals, including the payment method used, amounts and timestamps.
• We track your gaming activity, including games played, bets placed, wins and losses, to administer our Jackpot Master progressives, ComPoints loyalty program and bonus offers.
• We automatically collect technical data such as your IP address, device type, browser type and operating system when you use the LuckyElf app, mobile browser or desktop site.
• We log communications you have with Elf's Helpdesk via live chat, e-mail, Telegram or WhatsApp.

If you contact us through live chat, e-mail or our Telegram and WhatsApp channels, we retain records of these conversations to improve our support quality and resolve any disputes. Our team at LuckyElf Casino relies on this information to verify your identity before processing any payout.

How We Use Your Information

We at LuckyElf use the personal data we collect for several legitimate purposes connected to running our casino and protecting both our players and our business.

• We use your data to create and manage your LuckyElf account, including verifying your age and identity.
• We process your deposits and withdrawals through providers such as Visa, Mastercard, Interac, MiFinity, Apple Pay and crypto processors like CoinsPaid.
• Our compliance team uses your documents to conduct KYC checks, detect fraud, and prevent money laundering.
• We use gameplay and transaction data to calculate ComPoints, VIP tier eligibility under our Stardust VIP Program, cashback rates and bonus wagering progress.
• We send you service-related communications, including updates about your welcome bonus, free spins, Daily Drops or Elves' Pick of the Week promotions, where you have not opted out.
• We analyse aggregated data to improve our games library, payment options and overall LuckyElf platform performance.

Legal Basis for Processing

We process your personal data based on the necessity to perform our contract with you, to comply with legal and licensing obligations under our Anjouan Gaming Commission licence, to protect our legitimate interests in preventing fraud, and, where applicable, based on your consent for marketing communications.

Identity Verification and Document Retention

Before processing any payout, we may require identity verification. Refunds and withdrawals are held until this process is complete. Our documents requirements include passport details, identification cards, proof of residence and statements verifying the source of funds. Documents must be submitted in the Latin or Cyrillic alphabet; otherwise, we require video verification showing you presenting your documents in person.

If we cannot reach you by e-mail or phone within two weeks of your withdrawal request, we may lock your account due to incomplete KYC. Winnings may be forfeited if you do not provide full KYC documentation within 40 days of our request. We retain these records for as long as necessary to comply with our licensing and anti-money-laundering obligations.

Sharing Your Information

We do not sell your personal data. However, our LuckyElf operation relies on certain third parties to deliver our services, and we share information with them under strict confidentiality and data protection obligations.

• We share payment data with processors such as CoinsPaid and our banking partners to complete deposits and withdrawals.
• We share gameplay data with our game providers, including Pragmatic Play, Evolution Gaming, Hacksaw Gaming, Betsoft and others, solely as needed to deliver and audit game outcomes.
• We may disclose information to regulators, law enforcement or auditors where required by our licence or by law.
• We may share data with professional advisors, such as lawyers and auditors, when necessary for compliance purposes.

Cookies and Tracking Technologies

Our LuckyElf website uses cookies and similar technologies to remember your preferences, keep you logged in, and understand how players interact with our games and promotions. You can manage cookie settings through your browser; however, disabling certain cookies may affect your experience on LuckyElf Casino.

VPN Use and IP Monitoring

We do not allow the use of VPNs on our platform. When you register, you confirm that you are not using a VPN. We monitor IP addresses, and if we detect an overlap between two or more accounts, we may confiscate funds and suspend access. These decisions are final and not subject to appeal, in line with our responsibility to prevent fraud and multi-accounting.

Data Security

We implement technical and organisational measures designed to protect your personal information from unauthorised access, loss or misuse. While we at LuckyElf strive to maintain high security standards, no method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.

Dormant Accounts

If your account remains inactive for six consecutive months, it becomes dormant, and we may charge a monthly administrative fee of at least 25 EUR while your balance remains positive. We retain your data during this period in accordance with our regulatory obligations.

Your Rights

Depending on your jurisdiction, you may have rights regarding the personal data we hold about you. We aim to honour these rights wherever applicable.

• You may request access to the personal data we hold about you.
• You may ask us to correct inaccurate information.
• You may request deletion of your data, subject to our legal retention obligations.
• You may object to or restrict certain processing activities.
• You may withdraw consent for marketing communications at any time.

To exercise any of these rights, you can contact our support team at support@LuckyElf Casino.com, and we will respond within a reasonable timeframe.

Restricted Jurisdictions

Our services are not available to residents of certain restricted countries, and bonuses are further restricted in additional jurisdictions as outlined in our Terms and Conditions. If you access LuckyElf from a restricted location, we reserve the right to close your account and withhold any associated funds.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We encourage you to review this page periodically. Continued use of LuckyElf Casino after any changes indicates your acceptance of the updated policy.

Contact Us

If you have any questions about how we handle your personal data, please reach out to Elf's Helpdesk through live chat available 24/7, e-mail us at support@LuckyElf Casino.com, or message us through our Telegram and WhatsApp channels. We are here to help clarify any concerns you may have about your privacy while enjoying LuckyElf.