Privacy Policy

This policy explains how LuckyElf Casino, operated by Metlait SRL, collects, processes, and protects the personal data you provide when using our platform.

LuckyElf Casino Privacy Policy

Who Controls Your Data

The data controller for all personal information collected through luckyelf.app is Metlait SRL, a company incorporated under the laws of Costa Rica (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. Metlait SRL operates LuckyElf Casino under Remote Gaming Licence No. 0000064 issued by the Tobique Gaming Commission.

If you have a query about how your personal data is handled, or wish to exercise any of your data rights, you may contact us at [email protected].

What Data We Collect

LuckyElf Casino collects several categories of personal data depending on how you interact with the platform.

Registration data includes your email address, password (stored in hashed form), date of birth, and the country from which you registered. This data is collected when you create an account.

Profile and identity data includes your full legal name, residential address, phone number, and any details you voluntarily add to your account profile. This is collected during account setup or when you are asked to complete your player profile before a withdrawal.

KYC verification data includes government-issued photo identification (passport, driver’s licence, or national identity card), proof of address (utility bills or bank statements), and proof of payment method ownership. This is collected as part of our Know Your Customer obligations when you initiate a withdrawal or when our compliance team flags a review.

Payment and transaction data includes deposit amounts, withdrawal requests, payment method identifiers (such as masked card numbers), transaction timestamps, and currency details. This is collected through our payment processors each time a financial transaction occurs.

Technical and usage data includes your IP address, browser type and version, device type and operating system, session duration, pages visited within the platform, and game history. This data is collected automatically through server logs and analytics tools.

Communication data includes the content of any live chat session, email correspondence, or support ticket submitted to our team.

Cookie data includes preferences, session identifiers, and analytics signals collected by cookies and similar tracking technologies in your browser. See the Cookies section below for more detail.

We process your personal data for the following purposes. Account management and service delivery: to create and administer your player account, process deposits and withdrawals, and provide access to the game lobby. The legal basis is the performance of the contract between you and Metlait SRL. Regulatory compliance: to verify your identity, conduct KYC checks, meet anti-money laundering obligations, and comply with the requirements of the Tobique Gaming Commission under Remote Gaming Licence No. 0000064. The legal basis is legal obligation. Fraud prevention and security: to detect and prevent fraudulent activity, unauthorised account access, and bonus abuse. The legal basis is our legitimate interests in operating a secure and fair platform. Customer support: to respond to your queries, resolve complaints, and maintain a record of communications. The legal basis is the performance of the contract. Marketing and promotions: to send you information about bonuses, promotional events, and updates, if you have opted in. The legal basis is consent, which you may withdraw at any time by contacting [email protected].

Data Shared with Third Parties

LuckyElf Casino shares your personal data with third parties only where necessary for the operation of the platform and in accordance with this policy.

Payment processors including Skrill, Neteller, MiFinity, Payz, Visa, Mastercard, and CoinsPaid receive transaction data necessary to execute your deposits and withdrawals. Each payment processor operates under its own privacy policy and regulatory obligations.

Game software providers including Pragmatic Play, Evolution Gaming, BGaming, Play’n GO, Nolimit City, Yggdrasil Gaming, and others in our catalogue receive a session token and anonymous player identifier to load games within your account session. These providers do not receive your full personal profile.

KYC and identity verification services may receive copies of your identification documents and personal data for the purpose of verifying your identity in compliance with our licence conditions.

Analytics providers receive aggregated and pseudonymised usage data to help us understand how players navigate the platform and to improve the user experience. We do not sell your personal data to third parties for marketing purposes.

Data Retention

Your personal data is retained for the duration of your account and for a period of up to five years after account closure, in order to meet our legal and regulatory obligations including anti-money laundering record-keeping requirements. KYC documents are retained for the minimum period required by applicable law. Communication records including live chat logs and emails are retained for up to two years.

When the applicable retention period expires, data is securely deleted or anonymised so that it can no longer be linked to you as an individual.

Your Data Rights

As a player, you have the following rights in relation to your personal data. You may request a copy of the data we hold about you (right of access). You may request correction of inaccurate or incomplete data (right to rectification). You may request deletion of your data where it is no longer required for the purposes for which it was collected, subject to our legal retention obligations (right to erasure). You may request that we restrict processing of your data in certain circumstances (right to restriction). You may object to processing based on legitimate interests (right to object). You may request that we provide your data in a portable format where technically feasible (right to data portability).

To exercise any of these rights, contact us at [email protected]. We will respond within 30 days. Identity verification may be required before we can act on your request.

International Data Transfers

Metlait SRL is incorporated in Costa Rica and operates servers in multiple jurisdictions. As a result, your personal data may be transferred to and stored in countries outside your own jurisdiction, including countries that may not offer the same level of data protection as your home country. Where such transfers occur, we apply contractual safeguards to ensure that your data is treated in accordance with applicable privacy standards.

Cookies and Analytics

LuckyElf Casino uses cookies and similar tracking technologies for several purposes. Strictly necessary cookies maintain your session, preserve login status, and enable the cashier and game lobby to function. Functional cookies remember your preferences such as language settings. Analytics cookies collect aggregated usage data to help us improve the platform. Marketing cookies may be used to deliver relevant promotional content if you have consented.

You can control cookie settings through your browser preferences. Disabling strictly necessary cookies will affect the functionality of the platform. Disabling analytics or marketing cookies will not affect your ability to play games or access your account. A cookie preference centre is available on the platform for granular control.

Lodging a Complaint

If you believe we have not handled your personal data appropriately, you have the right to lodge a complaint with a supervisory authority in your jurisdiction. You are also welcome to raise the matter with us directly at [email protected] before escalating to a regulatory body, as we are committed to resolving privacy concerns promptly.