Lucky Casino - Error in processing payment, no response from support after days of waiting

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Lucky Spielothek

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$ 500

Veröffentlicht am 10. Dezember 2018

Withdrew $500 from lucky casino via muchbetter, it moved it to pending. when I looked at the account in the morning to check the account it had been moved to processing but said error and does not give me the option of canceling it. Inquired on the only chat as to what the error was. They could not help so they created a ticket. Emailed customer support multiple times and was told the ticket has been created and they are working on it . 48 hours later I check again . Still same - processing/error. No access to my money , no explanation or help on what I can do . Chat with some one today. (Saturday ) . "Sorry cant help you, the payments department is off on weekends , they will look into on Monday " this will be 4 days of sitting and waiting .. I dont mind waiting .. I just want and answer of what went wrong or at the very least the ability to access my money. Very disappointed with customer service

Veröffentlicht am 13. Dezember 2018

Hello Bryan,

Thank you for raising this with us. I'm currently in the process of reviewing your case and have requested answers from both our payments department and customer care team.

I do apologize for the lack of clarity regarding your situation and will make sure to get to the bottom of this. I'll reply back shortly with my findings.

In the meantime i thank you for your patience in the matter.

Veröffentlicht am 14. Dezember 2018

Hello again Bryan,

I have now reviewed your case in more detail and can confirm the money was returned to your account after some time. You were then contacted by our customer care team and informed to request another withdrawal.

We are, however, still investigating what went wrong with your withdrawal through muchbetter.

I know that the experience you had must have been very frustrating, and for that I apologize. You can rest assured that we are taking this seriously and have decided to reimburse you the total withdrawal amount of $500.

While our team continues to investigate the issue, and based on your poor payment experience, I suggest you try to withdraw your money through another payment method like ecoPayz. To successfully withdraw with this payment method, you need to do the following things:

1. Set up a new wallet through their website: https:­//w­ww.e­co­pay­z.com/.
2. Make a minimum deposit of $10 to us

The payment method will be enabled for withdrawals after your deposit. I have also personally reached out to you via email so that I can answer any more questions you might have.

Thank you for your patience

AskGamblers
Veröffentlicht am 18. Dezember 2018

Dear @Bryanobrian,

Please confirm if the issue has been resolved. Please be in aware 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.

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