MyLuck Casino - Player's deposit has been delayed.

Was charged for a deposit made on 03.07, they said they had cancelled it and that it would be returned to my account. The money has neither been returned to my bank nor appeared in my player account. My bank has tried to contact their bank without success. They have promised in chat several times that they will look into the matter and get back to me, which they have not done. So they are stealing money.

Hello,

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 would 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.

Since you have already done so, I would kindly ask you to answer to few questions in order to gather the necessary information.

• Have you ever had a successful deposit with this casino?
• Do I understand correctly that you have used a bank transfer for this transaction?
• Could you please share a screenshot of your current account balance, your deposit history at this casino and a bank statement from the date of your deposit to today's date, please? Kindly include any relevant communication and forward these information to my email [email protected].

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

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Thank you for your patience, and stay safe.

Dear J1990,

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.

They gave it back to my casino account, after weeks of telling me it was on the back to my bankaccount. I closed my account here, no trust in the casino. So i guess you can close the complaint, even thou they did not do what was said and i had to use many hours on this matter.

Hello,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

Best regards,

Katarina

Casino.Guru