LuckyMax Casino - El depósito del jugador está retrasado.

Good day

I deposited money into the website, but unfortunately I didn't receive it.

guten tag

ich habe bei das webseite eingezahlt aber leider habe ich nicht bekommen

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful deposits into this casino before?
• Have you entered all the payment information correctly while depositing via crypto? Have you selected the correct blockchain and entered the right tag?
• Could you please send me a screenshot of your crypto wallet address in your casino account so that we can check if the money was sent to the correct address?
• Have you contacted the casino to ask about the status of this deposit?

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

Best regards,

Veronika

Thank you for your reply

I have made several deposits, but using a bank account.

I once used a crypto account but I still haven't received it.

Vielen Dank für Ihre Antwort

Ich habe mehrmals eingezahlt, aber mit Bankkonto

Einmal habe ich mit Krypto Konto aber hab ich immer noch nicht erhalten

Have you tried contacting the casino after you realized that your deposit had not been credited to your casino account? If you have any communication between you and customer support, kindly forward it to me at veronika.f@casino.guru.

Also, have you tried contacting the payment provider to check if the transaction was successful?

Dear elvissweet,

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.

No, unfortunately I still haven't received it.

I wrote to them 10 times in the chat.

they check

but still no money after 1 month.

I'm no longer writing with the casino

I no longer trust

Nein leider immer noch nicht bekommen

mich habe 10 mal in der Chat geschrieben

die überprüfen

aber seit 1 Monaten immer noch kein Geld

ich schreibe nicht mehr mit das Casino

ich vetrauche nicht mehr

Dear elvissweet,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Dear elvissweet,

I am so sorry to hear your deposit got lost. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a LuckyMax Casino representative to join this conversation and participate in resolving this complaint.

Dear LuckyMax Casino, Could you please state why the player's deposit got lost? Thank you in advance for providing the information. Kind regards, Jana

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana