Luck Casino UK - Player experiences technical issues leading to financial loss.

since i played in this casino it has bene fraught with technical problems, including chat feature not working, reality check warning not accurate, and actual game glitches.

I played 2 days ago 100 to 1 roulette and bet £100 i was just checking my bet and then when i pressed spin the screen vanished and i did not see the spin or any board the next screen i saw was asking me to deposit more money! i quickly went to chat where the advisers were very unhelpful and refused initially to hear my issue, eventually they said they would escalate. i did not trust they would do this so i found the complaints email and emailed them direct to complain.

To my horror i thought i would try and see if the problem was rectified, i deposited a further £70 ans exactly the same happened again.

I am down £170 now. i do not trust their site. Also the response form customer services has bene very inadequate and they appear to not understand the full serious nature of my complaint.

they asked for screenshots of the problem, this is impossible because the screen vanish extremely quickly

Dear marcewen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

I have replied directly to your email. Hope that's helpful.

Marc

The times I played were around 18.05 last night and the previous night around 19.07

They also had the cheek to give me 20 bonus spins for the issue when I looked I needed to deposit further for the "free spins"

Here is a screenshot showing the chat feature not working. This is further evidence of the technical problems that plague this site

Did you have any response? As all my emails are being ignored.

Dear marcewen,

Thank you for the supporting evidence. Unfortunately, since the results in your gaming history are shown as "lost", there is nothing we can do to assist you. If you keep experiencing technical glitches in the casino, we recommend you choose a different platform to play at.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika