LuckyHills Casino - Player’s bets have been removed without resolution.

I place my bets on live games provider is pragmatic my bets I place got removed by them at the being of the round my chips on my main bets are removed for some reason at the end of thr round I was charged for it when my bets was removed and its a technical issues they claim its not my platform luckyhills isn't support me through this matter they keep say there no technical issues there is how csn pragmatic plays removed my bets which is not visible at the start of the round and to the end of the round I didnt see my chips at all and when rounds was completed I was charged it happen 8 times all on the mains bets the baccarat only main bets I need help to getting these bets back my platforms which im a VIP at doesnt help or support my claim they keep telling me bets are accepted my bets was not accepted i got proof it was not accepted from thr start of the rounds and got charged at the end

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Hello,

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

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

• Would you be able to provide evidence of any funds being unfairly lost in the amount you set as the disputed value?
• Could you please share with me your communication with the casino? 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

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

Dear AloneInAus,

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

We’ve reopened this complaint at the request of AloneInAus. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Plyer's message:

Hey im reopening it i thought they eould do the right thing but I guess not.

Thanks for your reply and the information provided via email.

Please note we are unable to determine whether the balance was removed based on the screenshots you provided.

Could you please share any detailed records found in your game history?

Could you please share your communication with the casino on the issue?

Send the information to my email at tomas@casino.guru

Thank you, Tomas and I'm sorry to for spamming your emails. I have sent you more conversations and more photos of the pragmatic sending me the rounds, I'm so frustrated with that platform luckyHills. This all started 3 weeks ago ever since then. I've just been getting problems after problems. When I'm having a good session on their platform, something disrupts it game errors and their live game problems, speed, baccarat and dragon and tiger ever since I put in these complaints for their live games. I've just been getting errors after errors. And slot machines not paying me properly which they claim has paid me. I have a photo of the credit, not even credited into me after a bonus, and they said it paid properly like this casino has just been given me problems, I am done with it with their platform. I just want my money that they know is a technical issue back. They have deceived me. They weren't transparent at all. I just done everything possible for me to have the worst nightmare on their platform. I could tell they did not like me as a player. Last week, I have lost 7000 to them. I asked him to give me a bonus. They told me no I lost that in 12 hours and they could not even give me a bonus. I just don't understand this platform. That said, I don't want nothing to do with this platform. No, more and a partnering platform too. their partnering platform took 5000 off me that's how I knew.Both platforms are linked and they were giving me the absolute.Worst nightmare of my life playing. I couldn't enjoy myself at all. The worst part was, I had to spend maybe 4 and a 1/2 hours looking for these rounds on pragmatic history. I have asked them how come you can't ask pragmatic for it. And I'm sure you guys have tools and capabilities to do so on your system, all I have is a device in my hands, my phone and they told me it's your job to find the realms that you think you have been charged for. Could tell you how much this platform did not like me. How they just treat you and rub you up the wrong way so bad.

Hello AloneInAus,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okay thank you hopefully they do the right thing by us the players

Thanks for your patience.

I went through the information you provided. Please note that we are not able to intervene if only your bets weren't accepted for whatever reason.

You wrote that:

 I was charged for it when my bets was removed 

Did this happen for every bet you shared a screenshot for? Do you have access to the records of your game history showing bets taking place?

Make sure to request game history records from the casino from the day of the incident and send them to me for review.

Looking forward to your reply.

I have send all these photos to your emails already. Probably 2 weeks ago. The table one. You can see the round ID is in the top right hand corner. You've just got to match it up with the other photos that I sent you. All these photos you should have by email you can see clearly thr message of the table game. And im banned from this casino due to this on going business they do not want me to get my funds that why first photo is thr history of pragmatic second photo is showing no bets were placed and I got charged still LuckyHills doesnt have a history bet. Let me know if you want the other phto

Thanks for your reply.

Please recoggnize that we are not able to conclude what the fluctuation of the balance was during these bets, therefore can't conclude the bet that was otherwise a win led to a decrease of your balance. The casino should be able to keep records of what bets were accepted and how your balance was affected. Kindly contact the casino in order to request the relevant records from the time the gameplay took place and forward them to me for review.

My email is tomas@casino.guru

Thanks in advance for your cooperation.

Look I cant contact them.at all thry lock me out of my sccount there i try to contact them they csn do what ever if yoj cant grt it bsck then dont worry about it thsnk you I guess casino online can dk what rver they like

I am sorry to hear that.

If you happen to recover these records from the casino, don't hesitate to contact us again, and we'll do our best to assist you.

Due to insufficient evidence, we will now proceed to close this complaint. 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.