Lucky Wilds Casino - Player's deposit seems to be lost.

I made an unsuccessful deposit on 19 December 2022 and reported this to customer service. I only got an answer after I had asked about it several times. The deposit failed due to a deposit delay, but the money has not been returned to me yet, even though it has been almost a month. Customer service also stopped answering completely.

Dear Janik82,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you clarify if you have tried contacting your payment processor regarding this issue? Was it your first deposit in this casino? Please could you forward the payment receipt and any relevant communication to tomas@casino.guru? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Hey,

This was my third deposit. I have not been in contact with the payment processor, because the customer service replied that they will find out whether the amount will be returned to my bank or game account when the deposit limit opens. Has not been returned to either of them, and there was no reply

Dear Janik82,

Was customer service able to locate the transaction? Was the deposit credited to your casino account or has it been returned to your bank account yet? Please, let us know.

Hey,

The customer service replied that they will find out whether the amount will be returned to my game account or my bank account. Hasn't gotten back to either of them, and I haven't heard anything about it, even though I've asked.

I would still recommend you contact your bank if you used your card or bank transfer to deposit in order to inquire about the transaction. If that doesn't help we'll contact the casino. Please let me know about the result.

The bank replied that the payment has been forwarded to Casino. There are no great expectations that anything will be heard from there or that the money will be returned. I've never experienced this before, even though I've been to several casinos.

I can't recommend.

Thank you very much, Janik82, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello ...,

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 an update on the status of the player's deposit?

Kind regards,

Tomas

Casino has returned the amount to my game account today.

We apologize for this mismatch, delay and of course also the frustration it might have caused the customer. Moreover, we are happy that a solution has now been found. Rest assured that we are doing everything in our power to avoid such an issue in the future. Thanks for your patience and have a great day! - LuckyWilds

Dear Janik82,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas