LuckyElf Casino - プレイヤーの預金が失われたようです。

On the 28th I deposited $22 AUD using Visa. Their payment provider Onepaysway took 5 hours to process the amount in USD. The amount was finally cleared but never credited to my LuckyElf Account, instead they declined my transaction. I was told via Live chat Not to worry, your funds are safe. I emailed support and told to wait 3 business days. Well its been 1 full week, so 5 business days. I send through the PDF bank statement as per their request via email, only to get a response saying please contact their live chat team. What good will that do? They'll just send me back to email support to email the same proof Ive sent 5 times. I just want my funds back at this stage, and wont ever play on their casino.

Dear tarnz87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting the payment processor. They need to investigate, but bear in mind, that it’s a complicated process that takes can take up to one month. In these cases, the casino usually has its hands tied. I encourage you to follow the casino's advice and contact them. Also, I would recommend not depositing in the casino until the issue is resolved.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

LuckyElf have not told me to contact their payment provider. They have just told me to wait 3 business days for the payment to return. But its been 5 days and everytime I jump on chat they say, please allow me a moment to check your account, then return and ask what my issue is. I'm just going around in circles.

**Edit to add** Since posting this reply I reached out to their payment provider with the transaction ID and they confirmed they released it to the casino.

I fully understand your frustration, tarnz87. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 16 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Well it looks like I just lose out on my missing deposit.

They want my Dec bank statement by January, but I get these generated from the bank quartely. I generated a PDF statement off all my Dec transactions from my bank which shows my bank account number. I provided them with my last quarter bank so they could match the bank account number and shows my Name on it. They're refusing my bank generated printout as it doesnt show my name only account.

Dear tarnz87,

Did the transaction reach your casino account or was it returned to your bank account yet? Please let me know if you still require our assistance.

My deposit never reached the casino or back to my bank account.

Well they finally credited the $22 but onto their casino.

Thanks for the update, tarnz87. Were you able to ask the casino for a refund of your deposits? Please let me know if you require any further assistance.

Dear tarnz87,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.