The player from Austria had successfully deposited and withdrawn money using Revolut but then faced an issue with a second deposit that had not been credited to his casino account. After contacting support, he was informed that he had to wait 7-10 business days for the issue to be addressed, which he considered excessive. We advised the player to contact his payment provider for an investigation, as the casino's ability to intervene was limited and the process could take up to a month. The complaint was kept open to allow the player to provide updates. The issue was eventually marked as resolved after the player confirmed the resolution.
LuckyWins! Casino - Player’s deposit is delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
LuckyWins! Casino
Safety Index:Very highCase summary
Discussion
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1 month ago
Translation
I made an initial deposit using Revolut, which was credited to my casino account within seconds. I then played with a bonus and won. The withdrawal was also relatively quick and returned to my bank account. After that, I received an email from the casino with another bonus offer. I deposited again using Revolut, but the money wasn't credited to my casino account. I waited a few hours and then contacted live chat. They told me I would have to wait 7-10 business days before they would forward the case to the finance department.
I've played in quite a few casinos before. But waiting 7-10 business days seems really excessive to me.
Automatic translation:
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1 month ago
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1 month ago
Dear Wolle63,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.
I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.
Thank you for your understanding.
Best regards,
Katarina
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3 weeks ago
Dear Wolle63,
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.
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Wolle63,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Katarina
