Lucky Circus Casino - Депозит игрока задерживается.

I made a payment through EPS, and at the end of the transaction, an error occurred. The money was debited from my account, but it never reached the recipient (though it should have happened immediately).

No response from the casino, no chat, no email...

Ich habe Zahlung über EPS durchgeführt wobei am Ende der Transaktion ein Fehler aufgetreten ist. Auf jeden Fall wurde das Geld von dem Konto abgebucht, es ist allerdings nicht beim Empfänger eingegangen (was sofort passieren sollte). 

Keine Antwort von Casino, keine chat, keine Email...

Dear Szabolcs,

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 that 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. 

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

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank already?

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

Best regards,

Petronela 

The bank can't help... this has to be resolved with the casino who says they can't help...

Hi Szabolcs,

Thank you for your reply and for providing further details.

I understand how frustrating this situation must be, especially when neither the bank nor the casino has provided a resolution.

• To help us assist you further, could you please confirm whether this was your first deposit at this casino? This information will help us understand the context of your case better.

Thank you for your cooperation.

I'm a new user, I thought I'd try the casino, I've been waiting 5 days for something to happen but nothing has happened, I've talked to my Bank, I've talked to my ESP provider, I 've talked to my Skrill provider... and everyone said that Casino should handle it

the casino wrote this today :

"Unfortunately, your deposit over 200 Eur failed and could not be completed. The deposit was not credited to your player account and the funds will be automatically transferred back to your bank account.

If this does not happen within 7 business days, please contact us by email and attach a bank statement showing the transactions from the date of deposit to the current date."

I have been waiting for 5 days .. and now 7 days again? this is a joke

I'm a new user, I thought I'd try the casino, I've been waiting 5 days for something to happen but nothing has happened, I've talked to my Bank, I've talked to my ESP provider, I've talked to my Skrill provider... and everyone said that Casino should handle it

the casino wrote this today :

"Leider ist deine Einzahlung über 200 Eur fehlgeschlagen und konnte nicht abgeschlossen werden. Die Einzahlung wurde nicht deinem Spielerkonto gutgeschrieben, und die Gelder werden automatisch auf dein Bankkonto zurücküberwiesen.

Falls dies innerhalb von 7 Werktagen nicht geschieht, kontaktiere uns bitte per E-Mail und füge einen Kontoauszug bei, der die Transaktionen vom Datum der Einzahlung bis zum aktuellen Datum zeigt."

I have been waiting for 5 days .. and now 7 days again ? this is a joke

I truly understand how frustrating this situation must be for you, Szabolcs, and I want to assure you that I’m here to support you. As I mentioned earlier, the process of tracing and refunding your funds or crediting them back to your casino account can unfortunately take some time. To give the casino enough time to properly investigate and resolve the issue, I will extend the timeline by an additional 21 days, giving them a full month. If there’s no progress by then, we will take action and step in to help move things forward. Let’s stay hopeful and optimistic that we'll have good news regarding your deposited funds.

Thank you so much for your patience and understanding during this time.

Sean told me a week ago that I should wait until January 23rd and if I don't get the money, I should write to them again... I wrote and no answer... they asked for my bank statement (don't know why) which I sent them today... when I asked why I needed it, I got this answer:

Sarah says: In order to verify the payment with the payment provider, we need a bank statement in PDF format from the day of the deposit until today. This is necessary to determine where the payment is currently made. Please send us the bank statement by email so that we can forward it to the correct department.

So the answer is in my statement? Why? Why are you lying? Can't you see in your own system that there is a backlog in your partner?

the casino thinks the customers are stupid... joke category... it's been 2 weeks already... do something about Casino Guru!!!!!!!!!!!!

Sean , sagte mir vor 1 Woche, ich solle bis zum 23.01. warten und wenn ich das Geld nicht bekomme, solle ich ihnen wieder schreiben ... ich schrieb und keine Antwort ... sie verlangten meinen Kontoauszug , ( weiß nicht warum ) den ich ihnen heute schickte ... auf die Frage, warum ich ihn brauche, bekam ich diese Antwort :

Sarah sagt: Um die Zahlung mit dem Zahlungsanbieter prüfen zu können benötigen wir einen Kontoauszug im Pdf-Format vom Tag der Einzahlung bis heute. Das ist notwendig,, um festzustellen, wo die Zhalung aktuell ist. Sende uns den Kontoauszug bitte per Email zu, damit wir ihn an die richtoge Abteilung weiterleiten können.

Die Antwort liegt also in meinem Auszug? Warum? Warum lügen Sie? Können Sie in Ihrem eigenen System nicht sehen, dass es bei Ihrem Partner einen Rückstand gibt?

das Casino denkt, die Kunden seien dumm... Scherz-Kategorie... es ist schon 2 Wochen her... tut etwas gegen Casino Guru !!!!!!!!!!!!

Today I received my €200 back!!!

Dear Szabolcs,

Great news 🤩 We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru