Big Lucky Casino - Player's deposit is delayed.

Hi,

I initially had deposited the amount of 50€, which was taken out of my bank account but never arrived in my balance on Big Lucky. I chatted with them on the 26th of August, they sent me an email on the 7th of September that the matter has been escalated, however I haven't received an update at all. Today I chatted with their customer service again to check if they had any updates, but they said it's still being investigated. They're holding the money for almost a month now and I wonder if besides getting the money refunded, I can charge any interest at all or anything like that.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Big Lucky Casino. Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting your payment processor/ bank/ wallet provider regarding this issue?
• Was it your first deposit in this casino?
• Please could you forward the payment confirmation as evidence to tomas@casino.guru?
• What is the status of the transaction as it appears in the deposit history in your player's account?

I hope we will be able to help you resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hey,

I haven't contacted my bank regarding this, no. It wasn't my first deposit, all others worked perfectly fine. I cannot attach a confirmation since my banking app does not allow any screenshots, the money has left my bank account though. I provided BigLucky with the Reference Number of the transaction. Lastly I cannot even see the status of that deposit anymore since their transaction list only goes back a week.

BR

Alex

Just for proof that their calender that shows deposits/withdrawals does not go back far and I can't see the deposit itself.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear FungusAmongus,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas