Luckygem Casino - Player's bonus purchase is not processed.

On June 30th, I bought a bonus spin for the Halloween Bonanza game for 80 euros. I had around 81.20 euros in my account. I confirmed the purchase of the spins, and before the bonus started, the game displayed a screen saying "Game error, reload the page." I closed the game and reopened it. It took several attempts; the error message kept appearing until I finally managed to open it. To my surprise, my balance was down to the 1.30 euros I had, and the purchased spins had disappeared. I contacted customer service, and they told me they would forward it to the relevant department. Two or three days later, I asked again, and they said they were investigating the problem. Today, I finally received a response saying that the spins weren't processed because I didn't have enough funds. My 80 euros had simply vanished, and they were giving me a bonus to play with, which they could keep and refund my money. money. I've attached a photo of the purchase receipt for the play I got from the history and the response they sent me.

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.

Dear Aniass,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino's website regarding your bonus spins purchase.

To better understand your situation, could you please provide us with some additional details? Here are a few questions that may help clarify the matter:

• Do I understand correctly that because of the game error, you were never able to use your purchased spin and it was gone?
• Did you receive any confirmation message or email regarding the successful purchase of the spin?
• If possible, provide screenshots of the game error.
• If you have any relevant correspondence, please feel free to forward it to jean.s@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

I bought the round of spins, it asked for confirmation, I said yes, and just as the first spin was about to start, an error appeared in the game: a black square that said "error, reload the game" or something like that. I didn't take a screenshot because I didn't think I would lose the game. I closed the game and reopened it, and the purchased bonus had disappeared and had been deducted from my balance. I contacted them several times via chat, they told me they were investigating, and then I received the email I sent them along with the screenshot of the €80 charge that they claim wasn't deducted from my balance.

Dear Aniass,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka, (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear Aniass,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Luckygem Casino representative to join this conversation.

Dear Luckygem Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Aniass,

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,

Mirka