Lucky Fox Casino - Os ganhos do jogador não foram creditados.

I played the Last Chance Saloon game and made a profit of 334 euros. When I tried to accept this, an error message came up. Every time I restart the game I get this error message. I don't get the money either. When I asked the casino, I was told that it would sort itself out and I should wait. First 24 hours and now a few days.

Ich habe das Spiel Last Chance Saloon gespielt und einen Gewinn von 334 Euro erzielt. Als ich diesen annehmen wollte kam eine Fehlermeldung. Immer wenn ich das Spiel neu starte kommt diese Fehlermeldung. Das Geld bekomme ich auch nicht. Auf Nachfrage beim Casino wurde mir gesagt das das sich von alleine klärt und ich warten soll. Erst 24 Stunden und jetzt einige Tage.

Hello Mathias,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that these winnings seem to be stuck in the game? Have you accumulated these winnings with or without an active bonus?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much for your emails, Mathias. Could you please clarify your last message? Do I understand correctly that the issue has been resolved?

Dear Mathias,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.