LuckyHills Casino - general discussion (page 3)

What do you mean by "not being able to help"? So you're telling me you serve as a public platform for player protection, but you can't help me in this case? You have the option, in the case of an obvious fraud attempt, to escalate the situation and file an official complaint, or, as a large platform, to contact the portal and threaten them with public defamation. Instead, you're just letting these criminals continue? Or how am I supposed to understand this? This will greatly influence what my next step will be.

I'm referring to the information provided in the complaint. I understand it was unexpected. Yet here on the forum I was more or less preparing you for that situation. We are not a public platform for automatic player protection; we mediate cases between players and casinos based on grounds we can cover. We don't threaten anyone. This is a sad situation beyond our control, which is why the complaint has evolved the way it did.

"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."

I respect your interpretation, but that's not what you have been informed about.

So, what exactly happens next? Support keeps fobbing me off and isn't giving me any feedback. Eleven days have passed. You, as a platform, specialize in these kinds of cases, and now you're telling me you can't help me. This is completely unacceptable. Once I've taken decisive action against Lucky Hills, I'll also be scrutinizing your player protection measures and what your actual goal is with this platform.

Hello, that's the problematic part. Just as I explained, and as it is mentioned in the complaint, this is not the kind of case we specialize in. However, it's part of the casino field, so we at least accept the case and then wait for the casino to do what they can.

I understand your impression may be different, and it seems you may not have had the opportunity to read the guide before lodging the complaint; that's understandable. But the situation remains the same; the case will be opened for a month, and then it depends on the progress made by the casino.

I imagine it's a cold shower; now we wait just as instructed. You see, the official casino regulators or any involved bank are more suitable for investigating international transactions than we are. We specialize in casimo rules fairness, because that's something we can investigate.

We cannot do anything else for now.