HomeComplaintsLucky7even Casino - Player's deposit has not been processed.

Lucky7even Casino - Player's deposit has not been processed.

Amount: €40

Lucky7even Casino
Safety Index:Above average
Submitted: 07 Aug 2023 | Resolved : 13 Sep 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from Germany has deposited money into casino account but the funds seem to be lost. The issue has been resolved successfully.

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1 year ago
Translation

Hello, I wanted to deposit 40€ to try out this new casino.

It's been 3 days since I deposited with EzeeWallet, Giropay, which usually processes as quickly as an immediate transfer.

I'm only getting responses from bots, support is ignoring me, and I cannot even send the required documents from my smartphone because I would have to change formats (from JPG to PDF), which is something I've never experienced before.


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1 year ago

Dear dukanovicmarko02,

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.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise if it was your first deposit in this casino? Please forward your payment receipt 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

 

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1 year ago

Dear dukanovicmarko02,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago
Translation

Hello, the money still hasn't arrived. I contacted EzeeWallet and they said the money had already arrived at the casino's account. Lucky7even are scammers.

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1 year ago

Could you please advise if it was your first deposit in this casino? Please forward your payment receipt to petronela.k@casino.guru.

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1 year ago
Translation

Hello, yes was my first. What exactly do you mean by proof of payment, from the bank or Ezewallet?

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1 year ago

Thank you for the payment receipt. I completely empathize with your frustration, dukanovicmarko02. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 12 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

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1 year ago
Translation

Hey, I just think it's weird. Ezeewallet and my bank have confirmed to me that the money has already been processed by them, so they undoubtedly have it and there is no need to look for it.. I've heard many times that these are scammers, which has definitely turned out to be the case. The support consists of bots that always send the same automatic mails, asking for things and screenshots that are impossible. Pure scam

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1 year ago

Thank you very much, dukanovicmarko02, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

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1 year ago

Hello there,

Thank you dukanovicmarko02 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lucky7even Casino for their help in resolving this complaint. We would like to know what happened to the deposit.

Thank you!

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1 year ago

Dear dukanovicmarko02, we have been in contact with the casino and received evidence that the funds were not received on their end. They have contacted the payment provider and are waiting for a statement. I will update you with any further developments.

Edited by a Casino Guru admin
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1 year ago
Translation

Hello, I received the money. This case and the case about 7Bit Casino have been resolved. Only Yoju Casino didn't respond to any of my emails and neither did the money arrive.

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1 year ago

Dear dukanovicmarko02,

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,

Peter

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