Lucky 31 Casino - Player's deposit limit has not been set.

Hello,

I have recently started playing at Lucky31 and started by setting a deposit limit of 150€ per month.

However there have been issues every since. I increased the limit to 250€ and it was pending 7 days according to my account. However after the time elapsed it disappeared and allowed me to deposit a lot more than that. I set the limit to 150€ again and I made one withdrawal of 1000€ and was able to continue depositing. I contacted Lucky31 about the issue and they said that this is intended behaviour since my 1000€ is included in the deposit limit. This was not true though, as I was able to deposit above the limit even before I made a withdrawal, and regardless I proved that claim wrong, because after I exceeded the 1000€ + deposits the limit still just didnt work. To this day I was able to deposit and the limit never kicked in. I urge the Casino Guru team to test this on their end with a test account, once you set a limit you can still make any deposit regardless of amount (its enough to click deposit, if it redirects to the payment provider it means the deposit is possible). I am attaching all relevant screenshots.

Thanks and happy holidays!

Dear jefiboy111,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Would you be so kind and clarify how exactly you’ve requested the casino to set the deposit limits? Do I understand correctly that you have always requested it via your account?

Also, do I understand correctly that you have deposited €2,000 over this limit (based on the dispute value)?

Is there any other relevant communication between you and the casino that you could forward me? If yes, please forward it to my email address kristina.s@casino.guru, or alternatively, you can post it here.

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

Best regards,

Kristina

Hi there,

yes there is a function in the account to set a limit and that does not seem to work.

If possible could you test this before asking lucky31? They claim it works as intended so I would like to know if it's any different for new players signing up.

The value I went over isn't exactly 2000€, but if needed I can calculate it minus my limit.

Thanks!

Also I attached all communication with the casino in my original complaint. Let me know if you need it sent again.

Thanks!

Thank you very much jefiboy111 for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear jefiboy111,

I’m very sorry to hear about your negative experience. I’ll contact the casino and see if I can help.

I would like to invite Lucky 31 Casino to join this thread and participate in the resolution of this complaint.

We would like to ask Lucky 31 Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close this complaint as ‘unresolved’.

Dear jefiboy111,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

I’m sorry I couldn't be of more help, but closing this complaint as ‘Unresolved’ will at least negatively influence the casino's rating and other players can read about your experience in our review.

Anyhow, there’s still the option to submit an official complaint to the casino’s Licensing Authority – Curacao eGaming. Please let me know if you decide to do so and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

Good Afternoon all,

We are getting back to you regarding the above complaint from jefiboy111 about his deposit limit issue.

Please note that we have identified the issue on the account, after careful review we have been able to deduce that the customer had a number of deposits which went through when they should have been denied.

Therefore to rectify this issue and ensure that any due funds are returned, we have contacted the player privately in order to get the missing information needed in order to process a manual refund. Since then the manual refund has been processed.

We hope that this has resolved the dissatisfaction and we truly apologise from our end!

If you have any questions about this or anything else, please feel free to contact us anytime

Best Regards

The Lucky31 Casino

Thank you, Lucky 31 Casino, for the update. We’re glad to hear the good news!

Dear jefiboy111,

Could you please confirm that the issue has been successfully resolved?

Hi Andrej,

I can confirm a refund of 1600€ has arrived on my account.

Thank you!

Thank you, jefiboy111, for confirming and for using the Casino Guru complaint resolution center. I’m very glad your deposits have been refunded. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru