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Complaint #14 Lucky Casino

Deposit not credited

By nikez96

7 years ago

Message on forum

Hi. I depositted 25 euros via trustly on 14 september. The deposit didn`t credited so i contacted live chat and chat agent said me to send the receipt of payment on email. I sent email and they replied they can`t see any deposits from me. Then i contacted trustly and they said the problem is on the casino. I also contacted my bank, and they said me to contact the casino to solve the problem.. but still the deposit not credited.

Disputed Casino Lucky Casino

Reason Amount not credited

Amount €25

Discussion

AskGamblers

• Support Team

7 years ago

Dear @nikez96,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Lucky Casino

• Representative

7 years ago

Dear NIKEZ96,

I would like to start off by apologizing for any inconvenience caused.

I have reviewed this case with our support and payment teams and can confirm that a missing deposit from you has been located. Support was unable to locate any deposit attempts through your account and did request a proof of deposit. Once we got confirmation from you that the deposit was indeed made to us, your case was escalated, as explained in our email correspondence to you.

I have also received confirmation that your deposit has been refunded this morning and that the money should arrive on your account shortly (if it has not already). A transaction reference that you can provide to your bank, if needed, has also been sent to you separately via email.

I can, however, appreciate the fact that this could have been resolved and responded to quicker and will make sure to investigate how we can improve our handling times both from a support and payment perspective.

As a gesture of goodwill and as a thank you for highlighting this, I have also topped up your account with an additional 20€ in cash.

I once again apologize for any inconvenience caused and thank you for your cooperation and patience regarding this.

Lucky Casino Complaint Stats

Resolved 5 / 6

Avg. Amount $982

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

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