Lucky Circus Casino - Player's deposit has been duplicated.

Dear Casino Guru team,

I've made a deposit of 40€ on the 18th of May on Lucky Circus with EPS. There was a error on the deposit page after I've entered my bank details and the TAN code.

When I've checked my bank account on Monday I saw that the 40€ were booked off twice from my bank account.

I've contacted the casino support immediately but only got a standard message that I should wait a few days to see if they send me the money back.

On Wednesday the 21th of May I've contacted the support again, send them the 2 screenshots of both bookings on my bank account but now they want to see a full list of my bank account until today, which is against ANY data protection regulations and the screenshots of the 2 bookings from my bank account should be prove enough.

It also seems like they are not really interested in helping me / sending me the money back which is simply theft since they barely answer to any mail I've send them.

I hope you can help me.

Thanks

Dear HansPeter,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Lucky Circus Casino. The reason why the casino asked you to provide the full bank statement is to check if the duplicate payment hasn't returned to your bank account yet. Have you tried to contact your bank to get more information as well?

I understand how distressing this situation is, but such erroneous payments are usually credited back within 30 days after being processed, therefore, I'd recommend that you wait for some time. If the money is not automatically returned into your bank account by 18th June, we will intervene. But bear in mind that you will need to provide the casino with the requested bank statement so that they can properly investigate the issue with the payment provider.

I’m sorry that we couldn’t be of much help right now. I will leave this complaint open for three weeks and kindly ask you to keep us updated if any new details pop up. Thank you very much for your understanding. 

Best regards,

Natalia

It's really a joke, a full bank statement is against ANY privacy law and the casino could also check his own bank account to see if the payment was returned to me, which of course didn't happen until today!

And why should I contact my bank? The payment was done via EPS -> Rapid so it's not the business of my bank to return the money!

But it seems like that privacy law's aren't relevant for any casino and that your support is even pushing it.

I've send the casino the full statement since it's really a joke and I don't want to invest more time into that but again the support isn't replying for over 2 days now.

Got the following mail from the casino:

"Hello, Florian! 

I hope you are doing great! 

The payment provider confirms that there was no subtraction for the deposit. 

So that, we kindly ask you to contact your bank for clarification regarding double charge, as the provider doesn't see extra transaction on their side. 

We appreciate your patience. 

Kind regards, 

LuckyCircus Support"

I've sent them the full bank statement where it's clearly visible that the money got booked twice from my account.

Ma bank can't do anything about it since it was booked directly from my bank account.

The casino is the worst scammer casino and are stealing the money from players!

I also contacted the Skrill support and they forwarded me this proof of payment of the second transaction

Funny that the casino writes me today that the provider confirmed there was no subtraction from my bank account???

The casino claims to have received a response from the payment provider stating that the second deposit never reached them, without providing any proof. I have provided all the requested documents and thus proven that the money was debited twice. There is nothing more I and my bank can do. The casino just keeps referring me to my bank without helping me, even though I have forwarded everything my bank can provide, and where it is clearly evident that the money was debited twice.

Dear Florian, can you please explain why the date of the payment on your Skrill screenshot is 28/05/25 if the duplicate payment was charged on 18th May, according to your first message? Additionally, can you please explain why the dates on your two transaction confirmation screenshots from Bank of Austria are 19/05/2025, while your deposit was already in your casino account on 18th May?

Would you be so kind as to share the bank statement with us for the dates from 18th May till today? You can send it to my email at natalia.b@casino.guru. Thank you.

Also, here are 2 screenshots of the order overview of the signed orders of my bank, there it shows the right date when the EPS payments where signed:

Casino suppor doesn't answer anymore. Seems like they are happy they've stolen the money.

Please release the 1 star rating I gave them to warn other players about there shaddy practices.

Just some f**** thefts

Dear HansPeter, can you please let us know if there have been any updates, as the recommended time frame has passed?

No, the casino doesn't reply to any of my mails anymore, I've send them every available proof that the money was booked 2 times from my account. Really sad to see that a casino steals money from players that way and won't help them.

And the casino didn't even reply here on the complain because I've brought every proof and they haven't prooven anything.

F*** thefts

Thank you very much, HansPeter, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello HansPeter,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Lucky Circus Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hello HansPeter & Michal,

We’re sorry to hear that this situation has been frustrating. We understand that payment issues can be concerning, and we appreciate the opportunity to clarify things once again.

After a thorough review of your account activity, we can confirm that one successful deposit via EPS was received on 18th May. An attempted deposit of €50 was made on 25th May, but this was not processed successfully. The last successful deposit before these took place on 13th January for €50, also via EPS.

We have verified this information both internally and with our payment provider, who confirmed that no additional charges were made. For any transactions that appear unexplained on your end, we recommend contacting your bank directly, as they may have further insight that is not visible to us.

Regarding the mentioned €40 Skrill deposit on 28th May, we found no record of this transaction on our side. As previously communicated, the last Skrill-related deposit attempt was made on 25th May for €50.

We also want to acknowledge that document requests can sometimes feel intrusive. However, please note that these requests are part of our regulatory obligations and are always conducted in full compliance with GDPR.

Lastly, we noticed that some of the communication directed toward our agents included inappropriate language. While we understand the situation has been upsetting, we kindly ask that all dialogue remains respectful. Our team has taken your concerns seriously and handled this case with care and professionalism throughout.

To support our findings, we’ve attached screenshots showing your transaction history and the response received from our provider, some sensitive information has been covered. Based on all the information reviewed, we consider this matter resolved. Should you receive additional clarification from your bank, we would be happy to revisit the case.

Damn you guys are lying obviously here without any shame. The 50€ deposit on the 25th of May was a test deposit from my side to see if a canceled deposit shows up in the wallet on the casino site.

And the last successful deposit of 40€ was on the 18th of May, which clearly shows up in the casino wallet. You are entangled in completely false statements here even though I have sent you all the screenshots, the data and everything important by email at least 10 times.

Here is the screenshot from your casino which is showing the successful 40€ deposit which got booked off 2 times from my account:

Furthermore, you are writing about the 28th of May, I never did any transaction / deposit after the 18th of May. It's completely clear if you are contacting the payment provider and ask them if there was a missing deposit on the 28th of May it's not showing anything since the deposit was on the 18th of May.

@Martin: As you clearly see the casino isn't even checking the right facts I've send them over and over again and it looks like they don't even want to solve that case.

I've send them 13 mails without any help so far, really pathetic.

And I've contacted my bank 2 times already and they told me the money was booked off from my account and they can't do anything about it since it was a normal payment. I can't imagine the money just vanished into thin air. I had the same problem once with Win2Day, and they automatically transferred the money back to me after three business days, without me having to contact them. So the money did indeed arrive at the casino account.

Hello HansPeter,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear HansPeter,

I apologize for the late reply. I am now going to commit fully to resolving this complaint. Were there any updates you would like to share or is the situation still the same?

Still the same, no communication from the casino

Dear Lucky Circus Casino,

Do I understand correctly that you confirm that the deposit of 40€ on the 18th of May was made successfully?

Good afternoon Michal and HansPeter,

We can confirm as aforementioned that the deposit was not duplicated, and we have received 1 deposit of 40 EUR. This has also been checked with our provider once again as shown in the screenshot below.



I've wrote a few times already that I contacted my bank 3 times and they've told be the money got booked off two times, also I wrote that I had the exact same issue with the casino "Win2Day" and they sent me the money automatically back after 3 working days.

You are just posting an irrelevant screenshot from your team, not even a answer from the payment provider as a proof. I've uploaded all the screenshots from my online banking as a proof where it's CLEARLY visible that the money was booked off two times!

I also send you a full statement of my bank with every details as a proof.

I'm starting to find it ridiculous, it's only €40. My point is, the principle of casinos stealing money from players and then not even being willing to provide evidence to the contrary. Just random screenshots of internal conversations with the team.

Why don't you upload a screenshot of the payment provider's response? Probably because you don't have one.

Really pathetic and this shows that you are just a bunch of criminals, stealing money from players and not even helping them.

And please explain why you wrote above about the 28th of May although the money was booked off twice on the 18th of May?

@Michael: As you see the casino isn't willing to help, please release the 1 star feedback where I've warned players about their shaddy tactics

Hello HansPeter,

Thank you for your quick reply. The deposit from 28th May was mentioned earlier only because it came up in the conversation, and we wanted to clarify that it is unrelated to us, this was also visible from the Skrill screenshot you shared and you mentioned you were unsure why it appears on that date.

As for the 18th May deposit, we’ve already shared the screenshots from our system and the confirmation from the provider, which both show that this deposit was processed only once. Due to GDPR, we cannot provide further details such as provider names or employee information.

The screenshot you shared from our website also shows a single successful deposit of €40 on 18th May, which matches our records and confirms that there is no duplicate. In cases where a duplicate charge occurs on the bank’s side, the extra amount usually returns to the account within 7 days.

To move forward, could you kindly share a full bank statement from the account used for this deposit, covering 18th May up to today? We would be able to see if this deposit bounced back at all during this time and perhaps we could guide you further from here, but at this stage, we conclude that the deposit was processed only once.

Thank you for your cooperation.

Hello HansPeter,

As a gesture of goodwill and in an effort to bring this matter to a positive resolution, we are offering a €40 cash bonus with a 15x wagering requirement and no maximum cash out limit. This will be our final offer. If you would like to accept it, please let us know—we’ll be happy to apply it to your account and consider the issue resolved.

Thank you for your reaching out

Sounds fair and like a compromise, considering I no longer expected to get my money back. Thanks, let's do it like this.

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

Dear HansPeter,

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,

Michal