LuckyNiki Casino - Player's not able to play.

I was able to log in and save. But I can’t play for real money. The site asks to contact customer support. Well for a week now I have been trying to contact you but are not responding to chat or emails. The chat read that we respond in less than 10 minutes, then suddenly it was a few hours. The same situation has been in the chat all the time now.

Dear Janne,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Do I understand correctly that the deposited amount has stayed untouched?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Today, I finally got some sort of response in the chat. According to their information, I have another game account with them. And there is a self-lock on this account. If I log in to this account, the funds in the other account will open for play. Well now I tried to ask, what is this second account when I don't remember one, let alone one? Probably now I will be waiting for an answer to this for another week. And yes my deposit will show in my balance.

Thank you for your reply, Janne. Since you are not aware of having another account, have you tried asking for a deposit refund?

Yes I am. But I don’t get a response through any channel right now. In a chat, for example, that few hours of response time takes several days

Thank you very much Janne for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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 soon.

Hello, Janne,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite LuckyNiki Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear LuckyNiki Casino Team,

Could you please explain the player's issue in more detail? The player was able to register in LuckyNiki Casino despite the self-exclusion on his other account and was not aware of that.

Is the casino able to refund the player his deposit?

If there was a breach of the casino's Terms and Conditions, could you please substantiate with relevant evidence?

You can send the necessary documents/data to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

As such, it is strange if the casino responds here at short notice, when I myself get one meager response in just over a week. They have not responded to any emails

The matter has now finally and finally been taken care of. So everything is ok.

Dear Janne,

I am not sure if I understand correctly your last update. Is there any progress on your issue? Is your problem already resolved, please?

Yes. The problem has been solved

Great news! Thank you, Janne, for confirming and for using the Casino Guru complaint resolution centre. I am very glad your problem was resolved. Maybe there was also a small inconsistency in translation, so I needed to make sure about the situation.

As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru