LuckyMax Casino - プレイヤーの入金が遅れています。

Good day

I deposited money into the website, but unfortunately I didn't receive it.

guten tag

ich habe bei das webseite eingezahlt aber leider habe ich nicht bekommen

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful deposits into this casino before?
• Have you entered all the payment information correctly while depositing via crypto? Have you selected the correct blockchain and entered the right tag?
• Could you please send me a screenshot of your crypto wallet address in your casino account so that we can check if the money was sent to the correct address?
• Have you contacted the casino to ask about the status of this deposit?

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

Best regards,

Veronika

Thank you for your reply

I have made several deposits, but using a bank account.

I once used a crypto account but I still haven't received it.

Vielen Dank für Ihre Antwort

Ich habe mehrmals eingezahlt, aber mit Bankkonto

Einmal habe ich mit Krypto Konto aber hab ich immer noch nicht erhalten

Have you tried contacting the casino after you realized that your deposit had not been credited to your casino account? If you have any communication between you and customer support, kindly forward it to me at [email protected].

Also, have you tried contacting the payment provider to check if the transaction was successful?

Dear elvissweet,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

No, unfortunately I still haven't received it.

I wrote to them 10 times in the chat.

they check

but still no money after 1 month.

I'm no longer writing with the casino

I no longer trust

Nein leider immer noch nicht bekommen

mich habe 10 mal in der Chat geschrieben

die überprüfen

aber seit 1 Monaten immer noch kein Geld

ich schreibe nicht mehr mit das Casino

ich vetrauche nicht mehr

Dear elvissweet,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana ([email protected]), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Dear elvissweet,

I am so sorry to hear your deposit got lost. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a LuckyMax Casino representative to join this conversation and participate in resolving this complaint.

Dear LuckyMax Casino, Could you please state why the player's deposit got lost? Thank you in advance for providing the information. Kind regards, Jana

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.