The player from Germany is experiencing difficulties withdrawing funds due to a verification request for a credit card used in a recent deposit via Apple Pay. The automatic card number change prevents matching the requested verification card, and despite multiple emails and live chat inquiries, he has not received assistance.
Lucky Meister Casino - Player's withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €3,000
Lucky Meister Casino
Safety Index 2.2 Very lowCase summary
Discussion
Public
Public
3 days ago
Translation
Hello,
I'm having the following problem: I've deposited and withdrawn funds from this casino several times before, and everything has always worked perfectly. This time, I deposited using a different credit card than usual and via Apple Pay, and now they're asking me to verify this card. The problem is that when you pay with Apple Pay, it automatically changes the credit card number, so the card I used doesn't match the one they're requesting. This issue has occurred with two deposits made using two different cards. I've already sent two emails but haven't received a reply to either. I've also contacted their live chat multiple times, but they can't help me either and just keep telling me to verify my credit card. I have the credit card receipt with the correct date and time, but since they're not responding to my emails, I'm stuck in this situation.
That's why I'm contacting you, as you've helped me before and I know you can help me again this time. I can send all the documents that confirm the credit card verification.
I'm asking for your help and would be grateful if you could assist me a second time. I'm not sure if we can create a Lucky Master representative without one, so I'd like to ask you to add one once I've answered all your questions. Thank you.
Automatic translation:
Public
Public
2 days 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
2 days ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- What specific information or documents has the casino requested for the credit card verification?
- Are the credit cards you have utilized registered in your own name?
- Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
I hope we will be able to help you resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
Public
Public
12 hours ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear f7abi,
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,
Attila
