The player from Germany had deposited 20 Euros via instant transfer which was later declined by the casino. The money had been deducted from the player's account and had not been refunded. Despite the player's multiple successful deposits in the past, this specific transaction had not been credited to his casino account. We had advised the player to contact his payment provider to investigate the issue and we had extended the timeline for resolution by an additional 9 days. After a month, the player confirmed that the money had been credited to his Luckydreams account. Consequently, we had marked the complaint as 'resolved'.
LuckyDreams Casino - Player's deposit has been misplaced.
Amount: €20
LuckyDreams Casino
Safety Index:Above averageSafety Index
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6.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
I deposited 20 Euros through instant transfer on 01.03.2024. The casino declined the instant transfer on 02.04.2024. The money was debited from my account and has not been refunded until today, 19.03.2024. The recipient was Friolion Ltd. I have taken a screenshot of the transfer.
Can you assist me?
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8 months ago
Dear Gerd11,
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 that 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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8 months ago
Translation
Hello,
I have made several deposits to the casino that were successful. I have sent you the screenshot of the transfer.
Edited
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8 months ago
I completely empathize with your frustration, Gerd11. 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 9 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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8 months ago
I haven't done anything yet :) Hopefully, your deposit will be located within a week. Please keep me informed.
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7 months ago
Translation
Hello, as of today, April 29, 2024, no money has been returned. Neither in the bank account nor in the player account at Luckydreams.
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7 months ago
Translation
Thank you very much for your efforts, the money has now been credited to the Luckydreams account
Kind regards
Gerd S*********
Edited by a Casino Guru admin
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7 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Gerd11, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
