The player from Austria faced issues with two deposits of €100 each that were deducted from his account but not accepted by the casino. After multiple attempts to resolve the matter, he provided evidence, including bank statements, indicating he had made a total of eight deposits, but only six were credited. The player later confirmed the issue was resolved and was satisfied with the outcome.
Lucky Ones Casino - Player claims fraud over missed deposits.
Resolved
Our verdict
Case closed
Amount: €200
Lucky Ones Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
6 months ago
Translation
I have deposited €100 each into this casino several times. Twice, the amount was marked as non-accepted but deducted from my account. I've been fighting for days to get the credit. In my last chat, they wrote to me that I had deposited six times using the payment provider Keruga (EPS), and everything had been credited. I then sent them my bank statement. €100 was deducted twice using the payment provider Ragna (EPS), which has the exact same account number as Keruga. So, I deposited a total of eight times, but the €100 was only credited six times. I have recorded all chat conversations.
For me, this is fraud against the customer.
Automatic translation:
Public
Public
6 months ago
Hello
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposits have never been credited to your casino account, and especially if they appear as rejected, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’s credited to your casino account.
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
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Public
Public
6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear wguenter5764,
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
