The player from Germany faced issues with two unauthorized transactions, where €30 was incorrectly withdrawn twice—once listed as declined and another not appearing in his account. He did not receive a refund for the declined transaction and was no longer getting assistance from the casino. The player was requested to provide documentation including transaction history, communications with the casino and payment provider, and bank statements to investigate the issue. The complaint was marked as resolved after the player confirmed the issue had been addressed. The resolution process was concluded with the complaint officially closed by the Complaints Team.
Lucky Hunter Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €60
Lucky Hunter Casino
Safety Index:HighCase summary
Discussion
Public
Public
1 month ago
Translation
Hello, here's the situation. I deposited €30 once, and while it was declined, the money was still withdrawn. This €30 transaction is also listed as declined in my account history. I haven't received the money back to this day. Then, another €30 was withdrawn from my account without my having initiated this deposit, and this unauthorized deposit isn't showing up in my gaming account. However, the money was still withdrawn. I'm no longer receiving any help from the casino.
Automatic translation:
Public
Public
1 month ago
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
1 month ago
Dear Peppino0511,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing money from the casino.
To proceed with your case, could you please forward me the following documents?
- screenshot of your transaction history in your casino account
- communication with your payment provider (if any)
- communication with the casino customer support
- bank statement starting from the date you made the transaction that has not been credited to your casino account until today
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petra
Public
Public
1 month ago
TranslationThank you for your reply. Where should I send the required documents?
Automatic translation:
Public
Public
1 month ago
Thank you for your reply and for providing the previous details, Peppino0511.
You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
Public
Public
1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Peppino0511,
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,
Petra
