The player from Germany had had issues with depositing money into their casino account. They had reported a deposit of 50 Euros via PayPal that hadn't been credited to their casino account. The casino had claimed that the player had exceeded the Lugas limit, which the player had disputed. The player had experienced similar deposit issues in the past. The issue had been resolved when the casino credited the 50 Euros to the player's account. We had since closed the complaint as 'resolved'.
LuckyLouis Casino DE - Player’s deposit has not been credited.
Amount: €50
LuckyLouis Casino DE
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
On 01.01.24, I deposited a sum of 50 Euros via PayPal (with a fee of 51.75 Euros). The money has not been credited to my account to this day. They claim it's because the Lugas limit was exceeded. However, on 01.01 the limit was untouched with the sum of 1000 Euros. This was my first payment made in the new year. PayPal successfully debited this money from my checking account on 03.01. (Which contradicts the claim regarding the Lugas limit). My bank statement for the entire month of January 24 also shows that this money was never refunded or anything similar! This was not the first time that my money was not directly credited by the aforementioned casino. In October and November, there were such difficulties with each deposit. Once it took over 2 weeks for them to allegedly find my deposit. This is definitely fraud!!!
Automatic translation:
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3 months ago
Dear LeFati,
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 using this specific payment method?
- Please forward your payment receipt along with your bank statement 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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3 months ago
Translation
Hello Petronela,
No, that wasn't the first deposit in this casino. I already made deposits there in October and November. But these were never recorded directly! Sometimes it even took over 2 weeks and it only happened under threats of further steps.
I will send you the receipts for the unaccounted deposit.
Thank you
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2 months ago
Translation
Hello, you can close the case. The casino has now credited the 50 euros. Many thanks for the help
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2 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, LeFati, for your 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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