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Lucky 31 Casino - Missing Etransfer deposit

RESOLVED

Complaint Info

Disputed casino

Lucky 31 Casino

Amount

$ 21

Posted on March 19, 2022

So on Feb. 21, 2022 I made a deposit by e-transfer to the casino for $21.00. It was not the first time I've used that method and it has worked in the past before this... It was accepted and I waited at least an hour afterward for it to show up in my bankroll and it never did... So I got onto the live chat and was asked to get the interac transaction ID for that etransfer and send a screenshot of my banking app so I provided those, the agent said that was enough info and she would send it to the financial department and I would hear back by email... Someone did get back to me and after a couple of different msgs I was told that they needed a screenshot of the transaction with my name (account holder) on the same page... In otherwords a pic of my bank statement which wasn't available for at least a week since you don't get it till the end of the month... So that time comes I actually had forgotten about it for a while and when I remembered I sent the email with what they asked for... It is now the 18th of March almost a month later and still nothing, I have emailed inquiring several times and basically get we are still looking into it reply every time and asked to be patient... I think a month is pretty patient... this is unacceptable... I am complaining on here since they don't listen there... I never had any problems with them before but this last deposit really left a sour taste in my mouth... get it together already... ridiculous.

Posted on March 21, 2022

Dear SandraLee2123,

Thank you for your feedback!

We have reviewed the matter and we can confirm that in this case we did not keep you updated about this matter and we did not do our best here.

In this specific case, we can see there was an issue from 3rd party payment provider, nonetheless it was not handled at the very best it could have been. Moving forward you should be able to find the deposit back in the account now!

I have sorted this for you myself and would like you to understand that we take accountability and would like you to trust us again.
I personally apologise for this from my end Sandralee2123, please understand that we are always striving to increase customer satisfaction and to minimize any issues of this sort.

Should you have any other assistance required, concerns or questions to raise, please do not hesitate to contact us.

Thanks,

Matthew

AskGamblers
Posted on March 21, 2022

Dear @Sandralee2123,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.