LuckyDreams Casino - プレイヤーの500ユーロの入金が見つかりません。

Deposited 500 EUR via IBAN bank transfer.

One week later the casino claims they cannot find my funds despite my bank confirming that they have been transferred to an IBAN account that Lucky Dreams confirms belongs to them.

Dear cpep21,

Thank you very much for submitting your complaint. 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, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

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

Best regards,

Nick

Dear cpep21,

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.

I have initiated a investigation with my bank. Meanwhile the casino has told me they are checking with their payment provider where the "lost" funds are. However I have not received any update from the casino so far and it has been 2 weeks.

Dear cpep21,

Once you forward the payment confirmation to the casino, it might take up to a month to relocate the lost funds.

Can you please confirm if you did provide them the payment statement?

Thank you cpep21 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

thanks.

To update I am still awaiting the results of the investigations launched by the casino as well as my bank.

the casino has just refunded me the 500 EUR deposit.

thank you for your assistance but this case can now be considered closed.

thank you!

Hello, cpep21,

I am sorry for the delay. But - it is nice to come here and read about such great news!

Thank you for informing us about the update and for using the Casino Guru complaint resolution centre. I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru