Lucky Wilds Casino - Player’s deposit has never been credited to his casino account.

Das Casino arbeitet mit einem Crypto-Payment Provider der bei jeder Einzahlung eine eigene wallet-adresse generiert. Ich habe leider den Betrag von 1550 auf 1500 Euro korrigiert und dann aber auf die alte Walletadresse gesendet. Das Casino oder der Provider kann das nun nicht zuordnen, das verstehe ich. Aber das Geld wurde verschickt, es kam auch nicht zurück und wurde auf der Walletadresse eingezahlt und sie behaupten sie hätten es nie bekommen. Die Walletadresse gehört auf jedem Fall dem Provider und mit etwas Suchen würden sie das auch finden. Zusätzlich fehlt auch hier die Lizenz für Österreich weswegen alle Einzahlungen (ca. 7500 Euro) eigentlich zu refundieren sind, aufgrund mangelndem Rechtsgrund. (Illegales Glücksspiel)

Dear SeargentSlotty,

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 which 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.

Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you have been provided a unique one when opening the account? Was it your first deposit in this casino?

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

Best regards,

Petronela 

Ja es war eine eindeutige Adresse die zugewiesen wurde und es war die 3. Einzahlung

der Payment Provider von dem Casino müsste die Adresse finden, aber sie machen sich nicht die Mühe zu suchen.

Thank you very much, SeargentSlotty, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello SeargentSlotty,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lucky Wilds Casino to join the conversation and participate in the resolution of this complaint.

Dear Lucky Wilds Casino,

Can you please provide any more information regarding the player's missing funds? Can the transaction/wallet be tracked?

Kind regards,

Adam

Good afternoon, 

We have tried our best to assist the player and we did have continuous communication with him regarding this. The player did indeed have some deposit issues and these were resolved for the player and two separate refunds were issued. 

One for €1,288 and the other for €1,400 these refunds were received by the player. Regarding the other amount of €1,500 we did check this with our internal payments team and with our payments provider, they confirmed that we never received these funds. 

For this reason, it is not possible for us to track this or issue any refund since nothing was received. We had explained this to the player and informed him that he would have to speak with his payment provider regarding this to see if they were able to help.

I do hope this helps clear things up, if you need anything else please let me know. 

Regards, 

Lucky Wilds Casino 

Dear Lucky Wilds Casino,

Thank you for your response. According to the information provided by the player, their payment has been sent to and received by the wallet with the address 34B3jQuSo37HKPArbpZBA1hMhGXvcGcazd.

When a player is assigned a wallet address to send the deposit to, do I understand correctly that the address is provided by the casino? Is there no way to check that the address the player has sent the payment to was the correct one, that it is the same as the address assigned when making a deposit?

Kind regards,

Adam

Liebes Casino!

ich habe schon 3mal erklärt, dass ich auf eine walletadresse gesendet habe, die zu ihrem payment provider gehört. Wie auch immer. Nachdem ich nun bei polizei und einem anwalt war musste ich feststellen, dass sie keine gültige lizenz für Österreich haben. Ich fordere sie daher höflichst auf, sämtliche transaktionen rückabzuwickeln, wie es das gesetz vorschreibt. Andernfalls beauftrage ich advofin die klage einzureichen. Danke.

Good afternoon,

Thank you for your patience while you waited for our response, it is a shame to hear that you are dissatisfied with our responses regarding this. We are doing our best to assist you with this to provide a detailed response as to what happened exactly with the deposits you made.

As previously mentioned we have checked the case in detail internally. We can therefore confirm that these funds were not sent to us.

Since we really do want to get to the bottom of this we are going to go a step further for you and get in touch with CoinCorner directly with the information provided to see if they are able to trace the transaction you are referring to. If you had sent it to an expired wallet it could be stuck with them but it would not be traceable back to us. As soon as we do hear back about this we will get back to you and let you know.

Regards,

Lucky Wilds Casino 

Ja Danke. Die Walletadresse war abgelaufen und es steckt bei Coincorner. Bitte die Adresse dort bekanntgeben dann werden sie es finden. Danke.

Thank you Lucky Wilds Casino, for your response and your assistance.

We will allow more time and await a further update from you.

Kind regards,

Adam

Good afternoon,

Thank you for your patience while you waited for our reply to this, we do apologize it took a little longer than expected but we did want to ensure that it was checked thoroughly.

As mentioned we did reach out to CoinCorner and we provided them with the wallet ID which you provided 34B3jQuSo37HKPArbpZBA1hMhGXvcGcazd. They did check this and they have confirmed that no funds were ever received to this wallet.

Whilst I fully understand this would not have been the response you were hoping for we can confirm the funds have never been received by ourselves or CoinCorner. We do truly wish that we could assist you more with this but we have exhausted all options from our end. As previously mentioned we have checked this in detail multiple times both internally and with CoinCorner but these funds you are referring to cannot be located.

We would like to thank you for your patience and understanding while this was investigated for you.

Regards,

Lucky Wilds Casino

I dont know where this walletadress come from. Attached you find 3 screenshots. 2 went to the same adress (so it was double paid) and the other one to an other adress. All 3 adresses are from coincorner. Please check that. You will see there are funds which did not reach the player account

Thank you very much ! Its a lot of money for me. Please understand, that i cannot accept that its jsut "dissappeared" Please forward this to coin corner. If you need more details like transaction Hash, some IDs or sender adress, let me know.

Kind regards

Hello SeargentSlotty,

Could I ask you to clarify what you mean when you say "I dont know where this walletadress come from"?

Kind regards,

Adam

Ihre Nachricht

Danke für Ihre Antwort. Nach Angaben des Spielers wurde seine Zahlung an das Wallet mit der Adresse 34B3jQuSo37HKPArbpZBA1hMhGXvcGcazd gesendet und empfangen.

die Adresse 34B3 usw. kenn ich nicht. Ich habe 3 screenshots gesendet. An eine Adresse wurde doppelt Geld gesendet. Das dürfte die Adresse sein,

Dear SeargentSlotty,

It seems there has been some confusion. That address (34B3jQuSo37HKPArbpZBA1hMhGXvcGcazd) is from the screenshots you provided initially, is it not correct?

Could you please explain the situation?

Kind regards,

Adam

Da diese Adresse von dem Payment Provider von LuckyWildz Nicht gefunden werden konnte gehe ich davon aus dass diese nicht korrekt ist es ist für mich etwas schwierig herauszufinden welche Wallet Adresse zu irgendeinem Casino gehört. Nach langer Recherche habe ich die oben drei genannten Screenshots herausgefunden und bei einer davon muss das verlorene Geld sein

Dear SeargentSlotty,

Can I ask you to please clarify which payment is missing, and the exact amount? I am afraid it will be difficult to proceed if we are not able to determine this information.

Dear Lucky Wilds Casino,

Would it be possible to check the other wallet addresses provided by the player in the screenshots?

Kind regards,

Adam

Hallo.

es wird nicht so schwer sein diese drei Wallet Adressen zu überprüfen. Deswegen bitte ich höflichst das Casino beziehungsweise CoinCorner Das zu tun. Leider bin ich gesperrt und habe keinen Zugriff mehr auf das Casino Konto und kann deswegen auch nicht nachvollziehen um welche Zahlung es genau geht. Das Problem mit diesen anonymen Wallet Adressen ist auch, dass man im Nachhinein vier Monate später nicht mehr weiß, was das jetzt genau war.

die Wallet Adressen werden scheinbar nur einmal benutzt. Da bei einem Screenshot die gleiche Adresse zweimal benutzt wurde gehe ich davon aus, dass einer von den beiden Zahlungen noch immer auf dieser Wallet hängt und ich bin voller Hoffnung dass CoinCorner das aufklären kann.

Der Aufwand drei Adressen zu kontrollieren hält sich in Grenzen. Fakt ist ich habe Geld dorthin geschickt was nie auf dem Casino Konto angekommen ist war nachweislich an den Zahlungsdienstleister gesendet wurde und dort auch empfangen wurde es ist bis heute nichts zurückgekommen.

wir können auch etwas anderes machen : vielleicht ist es sogar einfacher! Von diesen drei Bitcoin Wallet Adressen habe ich Geld gesendet :

bc1q2f80tdf7u3hj93s2a8rd5eua4m58nec53n8fhz

3QMgeGNWwPyumkuGyXqBeYtz5LH2VTpXmK

bc1qdfvyzlha3hman83n7uc9ckqernp7q63vtv70xt

Der Zahlungsdienstleister soll bitte kontrollieren, wie viel Geld von diesen Adressen gekommen ist und wie viel Geld an das Casino weitergeleitet wurde. Dann wird er unweigerlich feststellen, dass es eine Differenz gibt und genau um diese Differenz geht es!

Hello SeargentSlotty,

Thank you for the additional information.

I have checked the three addresses you have provided, and it seems that only the first address has ever had any transactions on the Bitcoin blockchain. Are you sure that these are the addresses you have used?

Kind regards,

Adam

Ja ich bin ganz sicher und es haben alle 80+ Transaktionen.

ich habe sie aus den Wallets kopiert

Good afternoon, 

We are doing our best to help you with this and we do want to get this resolved for you. The problem we have now though is that we need you to clarify what amount you believe to be missing, please? In your original complaint, you did state that the amount missing was €1,500 and we informed you we would look into this in detail to see if we could locate this amount. There was never a mention of any other amounts from yourself, only when we had informed that the €1,500 could not be found and it was never sent to us was when you mentioned the other amounts. 

Also, we would like to add that during your original communication with our support team about this and also in this communication thread we did inform you that two separate transactions had been refunded back to you successfully already. I will provide the details of the two refunds again, the first one was for €1,400 sent on 2022-06-17 at 12:04:11 UTC Time & the second was for €1,288 sent on 2022-06-17 at 13:19:09 UTC Time. In addition to this, the screenshots you provided here were also sent to our support team before you lodged the complaint. These have already been checked and we were not able to locate any missing deposits, this is something that we did inform you of already.  

Regards, 

Lucky Wilds Casino

Aufgrund von Gebühren verändert sich die Summe. Ich zahle 1500 Euro ein, und kaufe BTC. Dann sind es nur mehr 1457,22 Euro zum Beispiel. Dann seinde ich 1453,21 zu Ihnen (weil wieder Gebühren abgezogen werden) und bei Ihnen kommt dann nur 1412,93 zum Beispiel an.

Ich glaube das Einfachste wäre wirklich - so wie oben erwähnt - Überprüfen Sie alle EINGÄNGE von den 3 Wallets und die Weiterleitung an das CasinoKonto. Dann stellen sie fest, dass es eine Differenz gibt (circa eine Summe zwischen 1100 und 1500 Euro - ich weiss es leider nicht mehr genau) und genau das ist das Geld, was mir fehlt. Es ist nicht sehr schwer. Es wäre wirklich nett, wenn Sie das klären. Unabhängig davon habe ich eine Email erhalten, in der Sie schreiben, dass Sie erkannt haben, dass sie illegal in Österreich operiert haben und deswegen in Österreich kein Casino mehr anbieten. Das ist sehr gut. Richtige Entscheidung. Ich bitte Sie also alle meine Einzahlungen zu refundieren, dann können wir Anwalts und Gerichtskosten sparen. Gerne können sie auch mit einem Vergleichsangebot auf mich zukommen. Danke schön !

Dear LuckyWilds Casino,

Thank you for your response and assistance in this matter. Can I Just clarify, are you stating that the addresses the player has provided have already been checked?

Kind regards,

Adam

Good morning,

You're welcome, yes we can confirm that all of the addresses the player sent have been checked and we have not been able to locate any missing funds. Also, these have now been checked twice since we did assist the player when he got in touch with our support team.

Dear Player,

Regarding your request for a refund of the deposits, this is not something we can accommodate since the deposits you made were before we stopped accepting Austrian players.

Regards, 

Lucky Wilds Casino

Na Bravo. Das kann doch nicht sein!! Haben sie es nach all den Einzahlungen wirklich nötig, Geld zu stehlen ??? Egal, ich werde die 1400 die fehlen einfach zur Klagssumme hinzufügen. Es ist sehr schade, dass sie nicht bereit sind sich bei einer Summe von zb. 80% zu einigen. Dann wären immernoch ein Profit vorhanden. Stattdessen gehen wir vor Gericht, sie engagieren eine teure Kanzlei die ihnen lauter Schwachsinn erzählt, weil sie Geld verdienen wollen und am Ende werden sie verurteilt 7.489 Euro zu zahlen plus 8,75% Zinsen plus Kosten des Gerichtsverfahrens von 4.222,82 Euro plus sie müssen ihren Anwalt zahlen was nochmal 3.500 Euro kostet. Genau deswegen ist bet-at-home insolvent. Da sie sich aus Österreich zurückziehen, wissen sie ganz genau, dass Sie illegal dort operiert haben und sie wissen auch, was das für rechtliche Folgen hat. Mir ist es egal, ich werde laufend hier über das Gerichtsverfahren berichten.

Dear SeargentSlotty,

I apologize for my delay in responding. Could I ask you to please forward the e-mail you received regarding the casino ceasing operations in Austria to me at adam.m@casino.guru?

Dear Lucky Wilds Casino,

Are you able to provide any supporting evidence to show that the addresses have not received the missing amounts? Is there any relevant communication from CoinCorner?

Kind regards,

Adam

Dear Casino Guru,

Thank you for your patience, we do have communication with coin corner regarding this however we would be unable to share this information. This is standard practice for us since we never share internal or external communications with other departments/providers.

As you can see from the communication, we have done all that we can regarding this and everything has been checked more than once for the player. We can confidently confirm that there were never any missing funds and that the customer is not owed anything from ourselves.

As much as we do always want to get the best resolution for everyone involved, in this case there is really nothing more that we would be able to do regarding the players complaint since there would be nothing more to check.

Regards,

LuckyWilds

Thank you for your response Lucky Wilds Casino.

Dear Seargent Slotty,

I am afraid without more specific details of which wallet, transaction and the exact amount in question we are unable to investigate this case any further and the complaint will be rejected.

With regards to the Casino operating in Austria,  we are unable to deal with complaints related to licensing regulations and policies. I understand your views, but sadly we’re not in a position to help you as we have no authority in such matters.

I am sorry that we could not be of more help on this occasion.

Kind regards,

Adam