Lucky Creek Casino - Player’s experiencing problems with deposit.

I have been a customer of Luckey Creek for a few years....I have spent thousands on gaming with you guys. I am going to be leaving this gaming portal as your customer service to answering customers is terrible. I would like to say that you can keep my 100 dollars that you took from my account and then did not deposit to the site. After complaining and asking for help your live chat never had any answers and every operator asks for the same stuff but never gets back to the customer. It's a joke. I have sent emails with proof the money came out of my account and the transfer that was accepted with a confirmation of #437 I spent hours on the phone on the 15th only to do it all over again on the 16....your support team HAS NEVER REPLIED .......But you know what is funny? your VIP team always sending emails trying to get people to spend more money....So you can send out emails trying to encourage more gaming but support does not help when you need assistance. I will be spending my money at Jackpot city from now on. You can go right ahead and process that money to my account I will spend that in 2 bets and you will not see me on lucky creek again. Because I know instead of refunding my money you will put it on my account so I game with it...I will do that and then I will be gone I hate giving my money to hungry companies that have no care in the world for their customers except to entice them through email to spend money daily I get a email daily but no reply from support.....This will also be a google review and I'm sure other people have this same issue and I want them to read that.

Dear Nadine,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I apologize, but I am not completely sure what happened here. Would you be so kind, and provide more information? Did you make a deposit, but it hasn’t been credited to your casino account?

Also, could you please forward any relevant communication between you and the casino to kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina

We received this message from Nadine:

"I made a deposit for 100 dollars at 645 am on dec 15th....it was taken out of my account but not credited to my casino account. I still have not heard back from support even after long phone conversations with the livechat staff. 

I sent them what they asked for proof of the payment leaving my my bank account. See attached. The one person Todd from live chat asked for a statement instead? Are you kidding me statments are not drafted daily so you want me to wait until i receieve a monlthy statment? It was auto deposited to your account and someone sees the transaction but you wont refund my cash? I have yet to hear from them via email. 

Thanks"

Nadine, thank you very much for your email. I would like to know if you've tried contacting your payment provider (or bank). When situations like this occur, this is the first thing we recommend to our players. This is often the best and fastest way to find the lost funds, so if you haven't contacted the payment provider yet, I would recommend you to do so as soon as possible.

Please keep us updated, so we can proceed with this complaint accordingly.

Dear Nadine,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated. 

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.