LuckyElf Privacy Policy

At LuckyElf, we take your privacy seriously, and this Privacy Policy explains how we collect, use, store and protect your personal data when you visit LuckyElf Casino.com or use any of our services. LuckyElf Casino is operated by Metlait SRL, registered in Costa Rica, and licensed by the Anjouan Gaming Commission under licence No. ALSI-202509073-FI2. By creating an account with us, you confirm that you have read and understood this policy, and you consent to our collection and processing of your data as described below.

Information We Collect

When you register for a LuckyElf account, log in, make a deposit or request a withdrawal, we collect various categories of personal information. Our goal is to deliver safe, personalized services while meeting our regulatory obligations under our Anjouan gaming licence.

• We collect registration details such as your name, date of birth, email address, phone number and country of residence.
• We gather identification documents, including passport details, identification cards, proof of residence and statements verifying your source of funds, as part of our KYC procedures.
• We record your payment information, such as the deposit and withdrawal methods you use, including Visa, Mastercard, Interac, Apple Pay, MiFinity and cryptocurrency wallet addresses.
• We track your gaming activity, including games played, bets placed, wins, losses and bonus usage, to manage your account and improve our services.
• We automatically collect technical data such as your IP address, device type, browser version and login timestamps, which also helps us detect prohibited VPN use or multiple-account overlaps.
• We log your communications with our support team through live chat, email, Telegram or WhatsApp.

Why We Need This Data

We at LuckyElf use this information to verify your identity, process your transactions, prevent fraud and comply with anti-money-laundering regulations. Our Costa Rica-registered operator, Metlait SRL, is required to retain certain records to satisfy the Anjouan Gaming Commission's licensing conditions. Without this information, we cannot open or maintain your account, process deposits or release withdrawals.

How We Use Your Information

Our LuckyElf platform uses your personal data for several legitimate purposes connected to operating a licensed online casino. We rely on this information to run day-to-day operations and to keep our services secure for every player.

• We use your data to create and manage your player account, including your ComPoints loyalty balance and VIP tier status.
• We use your information to process deposits and withdrawals through methods such as crypto, Interac, cards and bank transfer.
• We use your contact details to send transactional messages, account notifications and, where you have opted in, promotional offers such as our welcome package, Daily Drops or Elves' Pick of the Week.
• Our fraud-prevention systems use your IP address and device data to detect duplicate accounts, VPN usage or other irregular activity that may result in suspended access.
• We use aggregated and anonymized data to analyze trends across games, providers and promotions to improve our offering.

Legal Basis for Processing

We process your personal data on the basis of contractual necessity, since we must handle your information to provide the services you request when you register at LuckyElf. We also process data to comply with legal and regulatory obligations imposed by our licence, and, in limited cases, based on your consent, such as when you subscribe to marketing communications. You may withdraw consent for marketing at any time without affecting the lawfulness of processing carried out before your withdrawal.

Data Sharing and Third Parties

We do not sell your personal data. However, we may share limited information with trusted third parties who help us operate LuckyElf Casino effectively.

• We share payment data with processors such as CoinsPaid and our card and e-wallet partners to complete deposits and withdrawals.
• We share information with identity-verification providers to confirm your documents during KYC checks.
• We may disclose data to regulators, law enforcement or auditors when required by the Anjouan Gaming Commission or applicable law.
• We share data with game providers, such as Pragmatic Play, Evolution Gaming and Hacksaw Gaming, strictly to the extent necessary to deliver gameplay and record results.

Verification and Retention of Documents

Before releasing any payout, we may require identity verification. Our identification process requires documents in the Latin or Cyrillic alphabet; otherwise, we may ask for video verification showing you presenting your documents. If we cannot reach you by email or phone within two weeks of your withdrawal request, we will lock your account due to incomplete KYC. We retain the right to treat winnings as forfeited if full verification is not completed within 40 days of our request. We retain your documents and account records for as long as necessary to meet our legal, tax and regulatory retention obligations.

Cookies and Tracking Technologies

We use cookies and similar technologies on LuckyElf Casino.com to remember your preferences, keep you logged in, and understand how visitors use our site. Our cookie usage also supports fraud detection, including identifying overlapping IP addresses between accounts, which is strictly against our rules. For more detail on the specific cookies we use, please refer to our separate Cookie Policy.

Data Security

We implement administrative, technical and physical safeguards designed to protect your personal data against unauthorized access, loss, misuse or alteration. Our payment partners, including CoinsPaid for crypto transactions, apply their own security protocols to protect transaction data. While we work hard to protect your information, no system is completely secure, and we encourage you to use strong passwords and keep your login credentials confidential.

International Data Transfers

Because LuckyElf serves players primarily in Canada, Australia, New Zealand, Germany, Switzerland and Ireland, your data may be transferred to and processed in Costa Rica or other countries where our service providers operate. Where we transfer data internationally, we take reasonable steps to ensure it receives an adequate level of protection consistent with this policy.

Your Rights

Depending on your jurisdiction, you may have rights regarding the personal data we hold about you. We aim to honor these requests promptly, subject to our verification and regulatory obligations.

• You have the right to request access to the personal data we hold about you.
• You have the right to request correction of inaccurate or incomplete information.
• You have the right to request deletion of your data, where this does not conflict with our legal retention requirements.
• You have the right to object to or restrict certain processing, including direct marketing.
• You have the right to withdraw consent for optional data processing at any time.

To exercise any of these rights, you can contact our support team at support@LuckyElf Casino.com, through our 24/7 live chat, Telegram channel or WhatsApp channel.

Dormant Accounts and Data Retention

If your account remains inactive for six consecutive months without login, it becomes dormant and subject to a monthly administrative fee of at least 25 EUR while your balance is positive. We retain account data throughout this dormancy period and for a reasonable time afterward, consistent with our regulatory and accounting obligations.

Children's Privacy

LuckyElf Casino is intended strictly for adults who meet the legal gambling age in their jurisdiction. We do not knowingly collect personal data from minors, and if we discover that an underage individual has registered an account, we will close it and delete the associated data where legally permissible.

VPN Use and Account Integrity

When you register with LuckyElf, you confirm that you are not using a VPN to access our services. We may use IP address data and other technical information to detect overlapping accounts, and where such overlap is found, we may confiscate funds and suspend access. These decisions, based on the data we collect, are final and not subject to appeal.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology or legal requirements. We will post any revised version on this page, and continued use of our services after changes take effect constitutes your acceptance of the updated policy. We encourage you to review this page periodically.

Contact Us

If you have questions about how we handle your personal data, please reach out to our Elf's Helpdesk through live chat, available 24/7, by email at support@LuckyElf Casino.com, or via our Telegram and WhatsApp channels. We are committed to addressing your privacy concerns promptly and transparently.