LuckyDreams Casino - El depósito del jugador se ha extraviado.

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?

Ich habe am 01.03.2024 20 Euro per Sofortüberweisung einbezahlt. Am 02.04.2024 hat das Casino die Sofortüberweisung abgelehnt. Das Geld wurde von meinem Konto abgebucht und bis heute 19.03.2024 nicht wieder zurückgebucht. Empfänger war Friolion Ltd. Ich habe einen Screenshot von der Überweisung gemacht.

Können Sie mir behilflich sein?

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 

Hello,

I have made several deposits to the casino that were successful. I have sent you the screenshot of the transfer.

Hallo,

hatte schon mehrmals Einzahlungen an das Casino die auch erfolgreich waren. Den Screenshot der Überweisung habe ich an Sie geschickt.

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.

Thank you for your efforts

Ich bedanke mich für Ihre Bemühungen

I haven't done anything yet :) Hopefully, your deposit will be located within a week. Please keep me informed.

Hello, as of today, April 29, 2024, no money has been returned. Neither in the bank account nor in the player account at Luckydreams.

Hallo, bis heute 29.04.2024 ist kein Geld zurückgekommen. Weder auf dem Bankkonto noch auf das Spielerkonto bei Luckydreams.

Thank you very much for your efforts, the money has now been credited to the Luckydreams account

Kind regards

Gerd S*********

Iieben Dank für Euren Einsatz, das Geld ist inzwischen auf dem Konto bei Luckydreams gebucht worden

MfG

Gerd S*********

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