Months of delay refund of 1100 euro despite verified ID

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Luckygem Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

No, it is not resolved. There is evidence that a refund was promised. You cannot now pretend this was a mistake. Furthermore, YOU ARE IGNORING MY LAWYER!!!! THIS IS NOT RESOLVED.

Dear @lisa12345,

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.

Dear AskGamblers and Lisa,

Thank you for your patience while we completed a full review of your case.

After re-investigating the account activity, we can confirm the following:

✅ Account verification was successfully completed
✅ All deposits were credited correctly
✅ The entire balance was used during regular gameplay
✅ No system errors or payment malfunctions were detected

Regarding the message you received earlier about a “system error” and a “refund already initiated”:
This wording was the result of a premature and incorrect explanation from one of our support representatives. At the time, your case had only been forwarded for internal review, and no refund was ever approved or processed by our Finance Department.

We sincerely apologise for the misunderstanding caused by this message.

Since the deposited funds were fully wagered and the services were consumed, there are no grounds for issuing a refund according to our Terms & Conditions and Payment Policy.

We understand that the situation may have been confusing due to the initial message, and once again apologise for the incorrect wording provided by our agent.

If you have any additional questions, our team remains available and ready to assist.

Kind regards,
Luckygem Team