Luckybet Casino - Player's refund wasn't processed yet.

After a duly completed request to cancel the account at luckybet, I have not been refunded + the balance from the account to this day.

I sent a total of 4 emails asking when the balance will be sent to the account. 3 times I was granted that within 7 works. days and nothing happens. I didn't even get a reply to my last email!

Dear Nerf14,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Luckybet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Was your account in the casino verified?
• Under which circumstances did the casino promise to refund you your funds?
• When exactly did you request the closure of your account and refund of your funds?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

-account has been fully verified

-where about the balance when closing the account, notice + documents for sending the plus balance received according to their conditions.

-1.4. 2023

On the same day. I canceled another account with a competitor and everything was resolved within just two days. Seamlessly.

Dear Nerf14,

Could you please explain what is the reason for the reason you gave to the casino for closing your account?

Could you please forward your communication (emails, chat transcripts) between you and the casino to my email at tomas@casino.guru?

Good day

I answered all your questions in an email and forwarded them via communication with the casino.

Now I am interested in whether the problem is solved or the casino ignores you and does not communicate as in the case of my email.

Thank you

Thank you very much, Nerf14, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.  

Dear Nerf14,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Luckybet Casino to join the conversation.

Dear Luckybet Casino,

Can you please confirm if the player's account was closed according to the player's request and if the remaining casino account balance has been sent to the player's bank account?

Good day,

Thank you for alerting us to the situation. We have checked the status of the matter and the remaining balance will be credited to the bank account registered in the player's records early next week.

We are very sorry for the complications,

Team LuckyBet.cz

Thank you for your response, Luckybet Casino.

Dear Nerf14,

Please let me know once you successfully receive all the funds.

Ok

Solved, everything is fine now.

Thank you

Dear Nerf14,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Nerf14, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru