LuckyVibe Casino - Das Spielerkonto wurde geschlossen und die Rückerstattung verzögert sich.

Hi,

I have created an account on this Casino on the 22nd of June. I have deposited 150€ through Skrill.

Imediately after processing the deposit, my account was banned for no reason specified by the Support Team via LiveChat.

I've contacted them afterwards, they have shown full support in performing a full refund of the amount deposited, requesting personal information and details of the transaction, everything was provided.

We are now on the 26th of June, the support team mentioned they are not able to process the refund via "Skrill" due to technical issues of the payment provider, recommending me to either accept Crypto or Mifinity for the payment of the refund.

I do not use Crypto or have a Mifinity wallet, only want to receive my refund via original method of payment (Skrill), but the casino is refusing to do so.

I believe it's highly unfair that I've made a deposit through Skrill and they are not accepting to refund on the same method, especially when the casino still accepts Skrill as Deposit/Withdrawal method, clearly showing there is no technical issue with the payment provider.

Did you encounter similar situations in the past? How did you sort it?

Kind regards,

[Redacted]

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with LuckyVibe Casino. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to receive the refund?

Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

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,

Attila

Dear copysome,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru