Lucky Ones Casino - Jugador reclama fraude por depósitos perdidos.

I have deposited €100 each into this casino several times. Twice, the amount was marked as non-accepted but deducted from my account. I've been fighting for days to get the credit. In my last chat, they wrote to me that I had deposited six times using the payment provider Keruga (EPS), and everything had been credited. I then sent them my bank statement. €100 was deducted twice using the payment provider Ragna (EPS), which has the exact same account number as Keruga. So, I deposited a total of eight times, but the €100 was only credited six times. I have recorded all chat conversations.

For me, this is fraud against the customer.

Ich habe in dieses Casino mehrere Male je 100 Euro eingezahlt. 2 Mal wurde der Betrag als nicht Akzeptiert dargestellt aber von meinem Konto abgebucht. Seit Tagen kämpfe ich um die Gutschrift. Beim letzten Chat schreiben sie mir das ich sechs Mal mit Zahlungsanbieter Keruga (EPS) eingezahlt habe und alles verbucht wurde. Ich habe darauf hin denen meinen Kontoauszug geschickt. Es wurden zwei Mal 100 Euro mit dem Zahlungsanbieter Ragna (EPS) abgebucht diese haben exakt die gleiche Kontonummer wie Keruga. Ich habe also gesamt 8 Mal eingezahlt aber nur 6 Mal wurden die 100 Euro verbucht. Ich habe sämtliche Chatverläufe aufgezeichnet.

Für mich ist das Betrug am Kunden.

Hello

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposits have never been credited to your casino account, and especially if they appear as rejected, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’s credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

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We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear wguenter5764,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas