- Joined
- Nov 18, 2016
Hello,
Dama N.V. has stolen my money, more specifically lukki.com. Here are the details:
- I opened an account on lukki.com on Tuesday. The registration process was completed successfully, and I had to fill all my personal info (as always when registering).
- I got a validation link via email, which I followed. The system worked as expected, the site said verification complete.
- I deposited via Rapid Transfer. The deposit was completed (money gone from my bank account) -> I was redirected to casino (as always after a succesful deposit). I got an email saying the payment is complete.
After this, I was logged out of the casino. I tried to login, but got an error message "your account is disabled". Obviously, I went to the live chat instantly to ask what this is about (live chat is now closed from users not logged in). They said my account has been closed by their decision. Ok, I thought maybe I had self-excluded from some of their sister sites, which then was applied to this new site as well. I asked for a refund, as what else I could do if I cannot login to their site.
If a player is self-excluded, shouldn't the system stop a player REGISTERING before making a deposit? As far as I know, curacao casinos don't usually have a license-wide self-exclusion, so I cannot know for sure if I can play at a certain casino without registering.
A refund should be straightforward: just send the deposited money back to the same account it came from with the same payment method (EDIT: Rapid Transfer is instant to both ways). Or so I thought! The live Chat started asking for documents (ID, Bank Statement, Proof of payment). Well, after asking why they need the documents, I sent them instantly. I waited on the chat some time for the refund to be completed, after which the chat was automatically closed.
I reopened the chat and asked what the problem was. I asked for a timeframe for the refund. NOTHING - not a simple answer when the refund is completed (which, frankly should be done immediately as it is a fault in their system). Just basic answers: "will be refunded shortly", "please wait patiently" etc.
After this, I got an email asking for the SAME documents I already sent them via live chat (and some additional information). I told them the documents were sent, and also provided the additional information (Bank name, bank address etc.).
After this, I have gotten two emails, saying "the refund is in progress, your money will arrive shortly". When asking for a timeframe or a reason for delay, no answer.
So in my opinion, there is no sugarcoating it: Dama N.V. has stolen my deposit. A refund should be done immediately when a player's account is closed by their decision - not use a player as a bank. Thank god the deposit wasn't very large.
PS. Before anyone says "wait for a bit longer". A refund is not a withdrawal. The deposit is MY money, not the casinos money, so waiting times or pending periods shouldn't apply.
PPS. I will keep you posted if/when the money arrives.
Dama N.V. has stolen my money, more specifically lukki.com. Here are the details:
- I opened an account on lukki.com on Tuesday. The registration process was completed successfully, and I had to fill all my personal info (as always when registering).
- I got a validation link via email, which I followed. The system worked as expected, the site said verification complete.
- I deposited via Rapid Transfer. The deposit was completed (money gone from my bank account) -> I was redirected to casino (as always after a succesful deposit). I got an email saying the payment is complete.
After this, I was logged out of the casino. I tried to login, but got an error message "your account is disabled". Obviously, I went to the live chat instantly to ask what this is about (live chat is now closed from users not logged in). They said my account has been closed by their decision. Ok, I thought maybe I had self-excluded from some of their sister sites, which then was applied to this new site as well. I asked for a refund, as what else I could do if I cannot login to their site.
If a player is self-excluded, shouldn't the system stop a player REGISTERING before making a deposit? As far as I know, curacao casinos don't usually have a license-wide self-exclusion, so I cannot know for sure if I can play at a certain casino without registering.
A refund should be straightforward: just send the deposited money back to the same account it came from with the same payment method (EDIT: Rapid Transfer is instant to both ways). Or so I thought! The live Chat started asking for documents (ID, Bank Statement, Proof of payment). Well, after asking why they need the documents, I sent them instantly. I waited on the chat some time for the refund to be completed, after which the chat was automatically closed.
I reopened the chat and asked what the problem was. I asked for a timeframe for the refund. NOTHING - not a simple answer when the refund is completed (which, frankly should be done immediately as it is a fault in their system). Just basic answers: "will be refunded shortly", "please wait patiently" etc.
After this, I got an email asking for the SAME documents I already sent them via live chat (and some additional information). I told them the documents were sent, and also provided the additional information (Bank name, bank address etc.).
After this, I have gotten two emails, saying "the refund is in progress, your money will arrive shortly". When asking for a timeframe or a reason for delay, no answer.
So in my opinion, there is no sugarcoating it: Dama N.V. has stolen my deposit. A refund should be done immediately when a player's account is closed by their decision - not use a player as a bank. Thank god the deposit wasn't very large.
PS. Before anyone says "wait for a bit longer". A refund is not a withdrawal. The deposit is MY money, not the casinos money, so waiting times or pending periods shouldn't apply.
PPS. I will keep you posted if/when the money arrives.
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