LuckyDreams Casino - Spelarens insättning har aldrig krediterats till hans kasinokonto.

Good day,

I deposited € 100 into my account on November 25th, 2021 via bank transfer. I have done this several times before. There was always a delay of a few hours. However, the 11/25/2021 payment is still not well written. The support told me that it can take up to 10 days. These are now around but the support refuses to continue to work. "You can't do anything but wait".

I have now waited more than enough and used every opportunity to resolve the problem, but the casino does not seem to be interested in addressing the problem.

greeting

Bjorn

Guten Tag,

ich habe am 25.11.2021 via Überweisung 100€ auf mein Konto eingezahlt. Dies habe ich zuvor bereits mehrfach getan. Hierbei kam es stets zu verzögerung von einigen Stunden. Die Zahlung vom 25.11.2021 ist jedoch immer noch nicht gut geschrieben. Der Support verwies mich darauf das es bis zu 10 Tage dauern kann. Diese sind nun inzwischen um aber der Support verweigert weiterhin tätig zu werden. "Sie können auch nichts tun außer zu warten".

Ich habe jetzt mehr als ausreichend gewartet und alle möglichkeiten genutzt das Problem zu klören, aber scheinbar besteht von Seiten des Casino kein Interesse das Problem anzugehen.

Gruß

Björn

Dear Bjorn,

Thank you very much for submitting your complaint and forwarding the payment receipt. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if you contacted your bank already? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

As I mentioned earlier, if a deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary.

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

Best regards,

Petronela 

Hello Petronela,

I made contact with the payment service provider "PayOp". He informed me that the payment was received and credited to the recipient. So the money should be with the casino. Why it is not credited to my account remains a mystery to me.

I also communicated this fact to the casino but received a reaction.

I am constantly being told to wait because the payment is supposedly still with the payment service provider.

Guten Tag Petronela,

ich habe mit dem Zahlungsdienstleister "PayOp" gesten Kontakt aufgenommen. Dieser teilte mir mit das die Zahlung eingeangen und beim Empfänger gutgeschrieben wurde. Somit sollte das Geld beim Casino liegen. Warum es meinem Konto nicht gutgeschrieben wird bleibt mir weiterhin ein Rätsel.

Ich habe diese Tatsache auch an das Casino kommuniziert aber eine Reaktion aus.

Mir wird andauernd nur mitgeteilt ich solle warten, da die Zahlung angeblich noch beim Zahlungsdienstleister liegt.

The problem has cleared up and has been dealt with. Many thanks for the help.

Das Problem hat sich geklärt und wurde erledigt. Vielen Dank für die Hilfe.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Bjorn, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru