Lucky Luke Casino - Player’s deposits have never been credited to her casino account.

on the 3/3 i tried to deposit 3 times....it declined everytime...if i go on to my history it says the deposits were cancelled... but when i went to my bank it said the money had come out and was processed. I have contacted the casino numerous times...all i get told is that the matter has been escalated and to wait to hear from them. Its been 4 days now...and have not heard a single thing.

Dear reneezle,

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 deposits have 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 which takes approximately one month. In these cases, 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 located and refunded back to you or credited to your casino account.

Could you please advise if you've contacted your bank already? Please forward your payment receipts along with any relevant communication to petronela.k@casino.guru.

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

Best regards,

Petronela 

Thank you, reneezle. Could you please forward your payment receipts too?

What do u mean by payment receipts sorry?

Screenshot of the payment from your e-wallet, please.

I don't use epaulettes.. I deposit with bank card... please see the screenshot

Thank you very much, reneezle, for the payment receipt. As I mentioned earlier, if the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account. Given that it's less than a week now since the unsuccessful transaction (03/03/2022), I will set the timer for additional 14 days and if there's no development by then, we will intervene. Thank you very much in advance for your patience.

Ok thanks

Hello reneezle,

Have there been any developments since our last conversation, please? 

Dear reneezle,

Have you received your misplaced deposit? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting 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.

The player can reopen this complaint anytime.