The player from Austria encountered an issue with depositing money to the casino, where the payment made through EPS was debited from their account but did not reach the casino. They had not received any response from the casino despite trying to contact them. The Complaints Team extended the timeline for the casino to resolve the issue, allowing for a thorough investigation. Ultimately, the player's €200 was successfully refunded after persistent communication with the casino, leading to the complaint being marked as resolved.
Lucky Circus Casino - Player’s deposit is delayed.
Amount: €200
Lucky Circus Casino
Safety Index:HighSafety Index
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8.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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Sensitive attachment
2 months ago
Translation
I made a payment through EPS, and at the end of the transaction, an error occurred. The money was debited from my account, but it never reached the recipient (though it should have happened immediately).
No response from the casino, no chat, no email...
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2 months ago
Dear Szabolcs,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
- Could you please advise if it was your first deposit in this casino?
- Have you contacted your bank already?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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2 months ago
The bank can't help... this has to be resolved with the casino who says they can't help...
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2 months ago
Hi Szabolcs,
Thank you for your reply and for providing further details.
I understand how frustrating this situation must be, especially when neither the bank nor the casino has provided a resolution.
- To help us assist you further, could you please confirm whether this was your first deposit at this casino? This information will help us understand the context of your case better.
Thank you for your cooperation.
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2 months ago
Translation
I'm a new user, I thought I'd try the casino, I've been waiting 5 days for something to happen but nothing has happened, I've talked to my Bank, I've talked to my ESP provider, I 've talked to my Skrill provider... and everyone said that Casino should handle it
the casino wrote this today :
"Unfortunately, your deposit over 200 Eur failed and could not be completed. The deposit was not credited to your player account and the funds will be automatically transferred back to your bank account.
If this does not happen within 7 business days, please contact us by email and attach a bank statement showing the transactions from the date of deposit to the current date."
I have been waiting for 5 days .. and now 7 days again? this is a joke
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2 months ago
I truly understand how frustrating this situation must be for you, Szabolcs, and I want to assure you that I’m here to support you. As I mentioned earlier, the process of tracing and refunding your funds or crediting them back to your casino account can unfortunately take some time. To give the casino enough time to properly investigate and resolve the issue, I will extend the timeline by an additional 21 days, giving them a full month. If there’s no progress by then, we will take action and step in to help move things forward. Let’s stay hopeful and optimistic that we'll have good news regarding your deposited funds.
Thank you so much for your patience and understanding during this time.
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1 month ago
Translation
Sean told me a week ago that I should wait until January 23rd and if I don't get the money, I should write to them again... I wrote and no answer... they asked for my bank statement (don't know why) which I sent them today... when I asked why I needed it, I got this answer:
Sarah says: In order to verify the payment with the payment provider, we need a bank statement in PDF format from the day of the deposit until today. This is necessary to determine where the payment is currently made. Please send us the bank statement by email so that we can forward it to the correct department.
So the answer is in my statement? Why? Why are you lying? Can't you see in your own system that there is a backlog in your partner?
the casino thinks the customers are stupid... joke category... it's been 2 weeks already... do something about Casino Guru!!!!!!!!!!!!
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1 month ago
Dear Szabolcs,
Great news 🤩 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.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
