The player from Australia had experienced issues with her deposit at an online casino. The funds had been deducted from her bank account but did not appear in her casino account. This had been the third occurrence of this issue with the same casino. After communicating with the Complaints Team, and presumably her bank, the funds were successfully transferred to her casino account. The issue was subsequently marked as resolved by the Complaints Team.
Lukki Casino - Player's deposit not credited to casino account.
Amount: A$103
Lukki Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Deposited into this casino never went into my account but left my banking account
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5 months ago
Dear Keybill2112,
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?
- Have you contacted your bank already? Ideally, they should be part of the investigation.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Kristina
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5 months ago
Hi Kristina,
this is now the 3rd time with this casino the other 2 finally found there way into my account I sort of don’t really trust this casino now
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5 months ago
Hi Kristina the funds have now cleared in my account and gone to there casino but the funds are still not in my account
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5 months ago
Thank you for your reply, Keybill2112. Have you already contacted your bank as I suggested? Please forward all the relevant communication between you and the payment provider to kristina.s@casino.guru. Alternatively, you can post it here.
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5 months ago
Dear Keybill2112,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
Dear Keybill2112,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Kristina
Casino.Guru
