The player from Germany has deposited money into casino account but the funds seem to be lost. Player’s complaint has been resolved successfully.
LuckyDreams Casino - Player’s deposit has never been credited to his casino account.
Amount: €100
LuckyDreams Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Good day,
I deposited € 100 into my account on November 25th, 2021 via bank transfer. I have done this several times before. There was always a delay of a few hours. However, the 11/25/2021 payment is still not well written. The support told me that it can take up to 10 days. These are now around but the support refuses to continue to work. "You can't do anything but wait".
I have now waited more than enough and used every opportunity to resolve the problem, but the casino does not seem to be interested in addressing the problem.
greeting
Bjorn
Automatic translation:
Public
Public
2 years ago
Dear Bjorn,
Thank you very much for submitting your complaint and forwarding the payment receipt. 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 you contacted your bank already? If there’s any relevant communication, please forward it to petronela.k@casino.guru.
As I mentioned earlier, if a deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Hello Petronela,
I made contact with the payment service provider "PayOp". He informed me that the payment was received and credited to the recipient. So the money should be with the casino. Why it is not credited to my account remains a mystery to me.
I also communicated this fact to the casino but received a reaction.
I am constantly being told to wait because the payment is supposedly still with the payment service provider.
Automatic translation:
Public
Public
2 years ago
Translation
The problem has cleared up and has been dealt with. Many thanks for the help.
Automatic translation:
Public
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Bjorn, 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
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