Lucky Ones Casino - Player's deposit is delayed and uncredited.

Hi there,

Luckyones casino took my money out of my bank account and was processed to the merchant and was never loaded to my Luckyones account, they rejected the payment but still took my money out. I went to Luckyones team to sort this issue out and it’s been over a week and was told id be getting a refund in 3-5 business days and I still have not received the refund then to be told today that I had insufficient funds in my bank account and they never took the money but they did! It’s been confirmed by my bank that the payment had indeed been processed to the merchant and there has been no refund. I have gone back and forth providing all documentation that was asked and they still decided I had insufficient funds which is hugely frustrating when the funds have been taken out. This is full on theift. I made a dispute with my bank aswell.

So Luckyones have not only taken my money but also told me false information. This is highly unacceptable and I would like to know what needs to be done if I have shown proof of funds being taken out of my bank, confirmed by my bank but Luckyones refusing to pay my money back or take accountability. This very very frustrating and unacceptable. I hope to hear back soon from anyone that can help with this issue. Thanks

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Ones Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible?
• According to the screenshots you provided, there were three 30-dollar deposits made on the same day, supposedly to the same casino. Would you be able to share a screenshot of the corresponding transactions as they appear in the casino's records?
• Could you please share with me further communication from your attempts to get the casino to investigate the missing deposit? Send emails or chat transcripts to my email at tomas@casino.guru, or 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,

Tomas

Hi there,

yes I did make multiple deposit on the same day but it is the last $30 transaction that is the deposit I’m talking about. I did $36 which went through to my Luckyones account but the last $30 deposit I made did not but was still taken from my bank account. My bank is disputing this now but waiting for an update and can take a couple of days. According to Luckyones I had insufficient funds but this was false as the funds left my bank account, I informed Luckyones agents numerous times going back and forth being mislead and told incorrect information and under the Australian consumers grantee Act this is unlawful. I have taken all necessary steps to resolve this issue with Luckyones but have been unsuccessful. Screenshot added below. Thanks

Here are more screenshots of conversations between myself and Luckyones agents. There are a lot I’ll try and send through In order from the first point of contact made about the issue.

I’ll have add more as I have exceeded the max of attachments

As you can see I’m very very angry and frustrated. It’s the principal now and about doing the right thing. I would not push this hard over $30 if this did not happen. I have been a very loyal customer and as you can see that has stopped because my trust in this organisation is completely gone.

Luckyones are contradicting themselves saying one thing to the customer me that the funds have been sent back to me and I should get a refund. To saying no this is my problem basically and just have taken my funds and I’m not getting them back and I have no clue where they went to. The payment provider name on my bank for Luckyones is "Just Ent Limossol Cy" this is the merchants name on my bank transactions every time I make a deposit. I really do hope this gets sorted because I have provided all proof of funds being taken from my bank account and processed to merchant.

I have gone through my bank transaction when making a deposit to Luckyones casino site and the merchant name comes under "Extrapaym Limassol" or "Just Ent Limassol Cy" these are the merchant names that show on my banking when I make a deposit.

Thanks for your reply.

Please note that if you started the disputed process regarding the missing transaction with your bank, we may not assist you. From the point of view of the casino, the chargeback process can be viewed as fraudulent. We reserve to not to intervene and not publish complaints where a chargeback is threatened or already underway.

Please let me know if there is any information I might have overlooked.

Looking forward to your reply.

The reason I’m reaching out to you guys is so this does NOT happen to anyone else! I probably has! because Luckyones need to be held accountable for their BS actions! you do not say to the customer "we have sent your funds back and you should receive a refund in 3-5days" when this was BS information right from the beginning and being told just to shut me up so they didn’t have to deal with it! Going back and forth treating me like a dummy over $30! This is frustrating when your money just gets taken. Just take peoples money and say it’s the customers fault when it’s full on a lie with provided proof. Completely illegal under the Australian Law! They need to have some liability towards this! Highly unprofessional and unethical.

Thanks for sharing your point of view.

We understand your point of view. I hope the option you chose will result in you recovering the amount in full, and it won't affect you in the future. Since we won't be able to confront the casino, the complaint will be closed.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.