Lucky VIP Casino - The player's refund was not credited.

I deposited £80 and was block because I think I self excluded on another one of there sites I have tried to contact them but they just ignored me.

So I put a dispute in with paypal to get my money back, to with they answered if I drop the dispute they will refund me, so I dropped the dispute and nothing they have gone back to ignoring me.

I know it is only £80 but it is not there money.

Hello Andrew,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky VIP Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when exactly was your account closed? Did you communicate with the casino since then and if yes, what was their respond regarding the refund?

Please note that even a refund request may take up to a week depending on the payment method.

Looking forward to your answer.

Regards,

Nick

Hello Nick.

My account was closed around the end of March.

I have tried to call them emailing them and live chat but none have been answered, that is why I opened up a PayPal case against them.

Only when I did that I got a response asking me to drop the case and they will resolve the issue, but after I dropped the case(which I cannot reopen) I have heard nothing from them again.

Andrew.

Hello Andrew,

Could you please forward all screenshots or conversations between you and the casino to nikolas.b@casino.guru in case of further investigation?

Regards,

Nick

Hello Andrew,

Thank you very much for the screenshots. Do you please have the conversation in which they requested you to drop the case and they will pay you?

Hello Nick

It is at the bottom of the paypal dispute it says "Please note that in order for us to refund your £80 deposit,you will have to cancel your dispute with Paypal"

Regards Andew.

Hello Andrew,

Thank you for the clarification. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

ok thankyou Nick.

Hello, Andrew,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Lucky VIP Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Lucky VIP Casino Team,

Could you please state the reason why the player's refund has not been processed yet, and what is the estimated time frame for processing it?

Thank you in advance for providing the information.

Dear Andrew,

I received this information from the casino's Customer Service:

"We’re sorry, but we have not been able to locate and verify your account. To allow us to discuss your account details with you, any emails sent to us must be from the same email address as the one registered on your account.

To discuss your query further, please could you contact our customer service team on 0800 901 2512 or on our live chat service found here, who will be more than happy to assist."

It looks like the casino cannot provide me with any details regarding your casino account, and you have to contact the casino's Customer Support.

When was the last time you contacted the casino's Customer Support, please? What information did you receive? Is there any progress on your issue? If there was any conversation between you and the casino, can you send me it via email (branislav.b@casino.guru)? Could you contact them again and let me know about the results?

I managed to contact live support the other day and they were no help what so ever,they just told me to contact paypal(has i said previously i cannot reopen case with paypal so that was a waste of time)

And i have had a email from them basically saying the same thing as the message you got.

I will try to call them again and let you know what happens.

Thanks Andrew

Alright, I understand. Thank you for the information.

We would like to ask Lucky VIP Casino to reply to this complaint, especially to my question posted on June 2, 2022. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Hello Branislav,

I have just got a refund

I cannot thank you enough.

Andrew.

Great news! Thank you, Andrew, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Although I sincerely hope it will not happen, 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 and have a nice weekend,

Branislav, Casino.guru