I made a deposit by mistake. I asked to have it refunded. They say they did but I never received it. It has been 6 weeks. Live chat is useless and emails are never answered. They tell me it was paid and should be received in 14/21 business days. We are now way past that and they won't help find where it went.

Dear Deborah,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

It’s quite usual for withdrawals or refunds to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. If you’re refund has been confirmed I truly believe it’s only a matter of time before you’ll receive it.

Could you please advise which payment method you have opted for? If there’s any relevant communication, please forward it to [email protected]. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi,

I asked to have it refunded back to the card I used. I have talked to them via live chat at least 6 or 7 times and sent them several emails which they have ignored. I used to like this casino group a lot but lately they are surly, not helpful and non-responsive. I did this once before and had my refund within two weeks. I don't understand why they won't trace it for me and see where it went.

Thank you for your help.

Thank you very much, Deborah, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Deborah,

I looked at your complaint and will do my best to help you. I would like to invite Lucky Creek Casino into this conversation. Can you please specify what is the problem with player’s withdrawal? Please, send me an evidence if you have already paid player's deposit back to my email: [email protected].

We would like to ask the Lucky Creek Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello

Deborah, I hope you are well...

Im sure you understand that im kind of confused as to how one makes a deposit by mistake, but have escalated this to our CS team who I know have already been in contact..

Regards

Colin

Deborah, you can email me also at colin(@)playerserv.com and Ill ensure the cs team look into this for you..

Colin

Dear Colin,

please let us know about progress in this case.

We would like to ask the Lucky Creek Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I thought I was getting some help from Colin but my frustration level has only grown. I still don't know where my money is and he's not answering my email now. We are going into month 3 and nobody can seem to figure out where it went and why I haven't received it.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.