Lucky Star Casino - Средства игроков задерживаются в казино.

Hello, I made a transfer from Mercado Pago to Lucky Star Casino on April 29th for 250,000 pesos, but it hasn't been credited to my account. I contacted them the same day and they told me I had to wait 3 to 7 days. I waited, but it wasn't credited. I contacted them again, and they told me it was resolved and that the money would be credited within 1 to 48 hours. That deadline has also passed, and I'm still waiting for the money to be credited. I sent all the required receipts and my bank statement so they could verify that the transfer was made correctly, but I still haven't received a solution.

Hola, hice una transferencia desde mercado pago hacia el casino lucky star el 29/04 por un monto de 250.000 pesos y no me acreditaron, el mismo día reclamé y me responden que tenía que esperar de 3 a 7 días, espere no se acredito volví a reclamar y me responden que ya estaba resuelto y me acreditaban de 1 a 48 hs también venció ese plazo y todavía sigo esperando que me acrediten el dinero mandé todos los comprobantes que me pidieron y el extracto bancario pará que verifiquen que la transferencia se realizó correctamente y no tengo una solución

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Dear ReclamoLS2026,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’s credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Dear ReclamoLS2026,

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,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of ReclamoLS2026. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message (translated):

I made a deposit, and they told me it hadn't arrived. I sent a bank statement, proof of payment, and even made a video of myself checking my account activity, and they still said it hadn't arrived. I filed a claim with Mercado Pago, and they confirmed that the money had arrived but couldn't be refunded because Via Pago informed them it was no longer in their account. I'm sending screenshots. Mercado Pago informed me that the money had arrived, but when I tried to retrieve it from my Via Pago account, it was gone. Lucky Star kept telling me the money hadn't arrived, and now they're saying that since three months have passed, they won't refund it.

Dear ReclamoLS2026,

• Could you please share a screenshot of your deposits from that period, as they appear in the casino's records, with the status visible?
• Could you please share with me your communication with the casino when you contacted them regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Thanks in advance for your cooperation.