Dear Casino Guru team,

I've made a deposit of 40€ on the 18th of May on Lucky Circus with EPS. There was a error on the deposit page after I've entered my bank details and the TAN code.

When I've checked my bank account on Monday I saw that the 40€ were booked off twice from my bank account.

I've contacted the casino support immediately but only got a standard message that I should wait a few days to see if they send me the money back.

On Wednesday the 21th of May I've contacted the support again, send them the 2 screenshots of both bookings on my bank account but now they want to see a full list of my bank account until today, which is against ANY data protection regulations and the screenshots of the 2 bookings from my bank account should be prove enough.

It also seems like they are not really interested in helping me / sending me the money back which is simply theft since they barely answer to any mail I've send them.

I hope you can help me.

Thanks

Dear HansPeter,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Lucky Circus Casino. The reason why the casino asked you to provide the full bank statement is to check if the duplicate payment hasn't returned to your bank account yet. Have you tried to contact your bank to get more information as well?

I understand how distressing this situation is, but such erroneous payments are usually credited back within 30 days after being processed, therefore, I'd recommend that you wait for some time. If the money is not automatically returned into your bank account by 18th June, we will intervene. But bear in mind that you will need to provide the casino with the requested bank statement so that they can properly investigate the issue with the payment provider.

I’m sorry that we couldn’t be of much help right now. I will leave this complaint open for three weeks and kindly ask you to keep us updated if any new details pop up. Thank you very much for your understanding. 

Best regards,

Natalia

It's really a joke, a full bank statement is against ANY privacy law and the casino could also check his own bank account to see if the payment was returned to me, which of course didn't happen until today!

And why should I contact my bank? The payment was done via EPS -> Rapid so it's not the business of my bank to return the money!

But it seems like that privacy law's aren't relevant for any casino and that your support is even pushing it.

I've send the casino the full statement since it's really a joke and I don't want to invest more time into that but again the support isn't replying for over 2 days now.

Got the following mail from the casino:

"Hello, Florian! 

I hope you are doing great! 

The payment provider confirms that there was no subtraction for the deposit. 

So that, we kindly ask you to contact your bank for clarification regarding double charge, as the provider doesn't see extra transaction on their side. 

We appreciate your patience. 

Kind regards, 

LuckyCircus Support"

I've sent them the full bank statement where it's clearly visible that the money got booked twice from my account.

Ma bank can't do anything about it since it was booked directly from my bank account.

The casino is the worst scammer casino and are stealing the money from players!

I also contacted the Skrill support and they forwarded me this proof of payment of the second transaction

Funny that the casino writes me today that the provider confirmed there was no subtraction from my bank account???

The casino claims to have received a response from the payment provider stating that the second deposit never reached them, without providing any proof. I have provided all the requested documents and thus proven that the money was debited twice. There is nothing more I and my bank can do. The casino just keeps referring me to my bank without helping me, even though I have forwarded everything my bank can provide, and where it is clearly evident that the money was debited twice.

Dear Florian, can you please explain why the date of the payment on your Skrill screenshot is 28/05/25 if the duplicate payment was charged on 18th May, according to your first message? Additionally, can you please explain why the dates on your two transaction confirmation screenshots from Bank of Austria are 19/05/2025, while your deposit was already in your casino account on 18th May?

Would you be so kind as to share the bank statement with us for the dates from 18th May till today? You can send it to my email at [email protected]. Thank you.

Also, here are 2 screenshots of the order overview of the signed orders of my bank, there it shows the right date when the EPS payments where signed:

Casino suppor doesn't answer anymore. Seems like they are happy they've stolen the money.

Please release the 1 star rating I gave them to warn other players about there shaddy practices.

Just some f**** thefts

Dear HansPeter, can you please let us know if there have been any updates, as the recommended time frame has passed?

No, the casino doesn't reply to any of my mails anymore, I've send them every available proof that the money was booked 2 times from my account. Really sad to see that a casino steals money from players that way and won't help them.

And the casino didn't even reply here on the complain because I've brought every proof and they haven't prooven anything.

F*** thefts

Thank you very much, HansPeter, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello HansPeter,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Lucky Circus Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hello HansPeter & Michal,

We’re sorry to hear that this situation has been frustrating. We understand that payment issues can be concerning, and we appreciate the opportunity to clarify things once again.

After a thorough review of your account activity, we can confirm that one successful deposit via EPS was received on 18th May. An attempted deposit of €50 was made on 25th May, but this was not processed successfully. The last successful deposit before these took place on 13th January for €50, also via EPS.

We have verified this information both internally and with our payment provider, who confirmed that no additional charges were made. For any transactions that appear unexplained on your end, we recommend contacting your bank directly, as they may have further insight that is not visible to us.

Regarding the mentioned €40 Skrill deposit on 28th May, we found no record of this transaction on our side. As previously communicated, the last Skrill-related deposit attempt was made on 25th May for €50.

We also want to acknowledge that document requests can sometimes feel intrusive. However, please note that these requests are part of our regulatory obligations and are always conducted in full compliance with GDPR.

Lastly, we noticed that some of the communication directed toward our agents included inappropriate language. While we understand the situation has been upsetting, we kindly ask that all dialogue remains respectful. Our team has taken your concerns seriously and handled this case with care and professionalism throughout.

To support our findings, we’ve attached screenshots showing your transaction history and the response received from our provider, some sensitive information has been covered. Based on all the information reviewed, we consider this matter resolved. Should you receive additional clarification from your bank, we would be happy to revisit the case.

Hello HansPeter,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru