The player from Russia successfully transferred 10,028 ₽ for a deposit to LuckyBear, but after 5 days, the funds had not been credited to his account. He had a transaction receipt and had contacted support but received no clear answers. The player was advised to contact his payment provider for an investigation, as the casino's ability to intervene was limited. The complaint was kept open for a month, but due to the player's lack of response, the investigation could not proceed further and the complaint was closed. The player may reopen the complaint if he chooses to resume communication.
LuckyBear Casino - Player’s deposit has been delayed.
Closed
Our verdict
Player stopped responding
Amount: 10,028 руб
LuckyBear Casino
Safety Index:LowCase summary
Discussion
Public
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2 months ago
Translation
On November 26, I transferred 10,028 ₽ to the card number you indicated for replenishment.
The transfer was successful, I have a receipt and confirmation of the transaction.
However, the funds have not been credited to my LuckyBear balance for 5 days.
I did not make any errors when entering the data - the card number was taken from your official top-up section.
Support doesn't give a clear answer, and my deposit still hasn't appeared in my account.
Please resolve the issue immediately and credit the funds or return them back.
Automatic translation:
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2 months 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.
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2 months ago
Dear BEHRUZ,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.
I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.
Thank you for your understanding.
Best regards,
Veronika
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1 month ago
Dear BEHRUZ,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
