LightCasino - Povlačenje igrača je odloženo. Žalba je uspješno riješena.

I signed up to light casino after going through an affiliate. Withdrawals to my mastercard never made it. This is due to my bank rejecting the payment processor Light uses as it is often connected with illegal transactions.

3 months ago I started the process of recovering my funds from light casino. I offered to supply chargeback numbers from the bank, I supplied 5 months worth of statements. Light have stopped communicating with me and they locked my account. The money has not made it to my bank and has not been reinstated to my casino account so I can withdraw to an ewallet. My bank have sent a letter to me (which i sent to light over a month ago) confirming the transactions were rejected.

I have not heard from Light for over a week and have sent 4 emails.

I now need a mediator or will be filling out an EU court claim

Dear Kle,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Several factors such as geolocation, and contracts with the payment providers, and even actual situation on the world all have a major influence in situations like this. In this case the casino tried to send you your money probably multiple times, but it was refused by your bank.

Did the casino offer you any alternative withdrawal method? Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? Also, I would like to see the letter from your bank (about those rejected transactions), if possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello,

No none of this the reason. As i said it is due to my bank not accepting the method they attempted.

Light have offered no alternative method of withdrawing my funds. Their approach was to lock my account, then request my bank statements for 5 months, make me show ever transactions which breached GDPR agreements i had with clients (used the account for small ecommerce business and gaming). They have no stopped communicating.

I have begun court action.

I will send you the correspondence from the bank.

Can you get Light Casino to respond now! I have lost all patience with these crooks. Have been chasing this for over 3 months!

Thank you very much Kle for your reply. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Also, I would like to kindly ask you for your patience. Resolving complaints is a time-consuming process. Thank you for understanding.

Hello Kle,

I am very sorry to hear about your problem.

I would like to invite LightCasino to join this conversation and give us the update how the situation with Kle's withdrawal looks like.

Thank you!

Yes Light Casino please explain why I am STILL CHASING ON EMAIL after 4 months and my money being missing! I have provided up to 5 months worth of bank statements showing NO WITHDRAWALS CREDITED from Light. I have provided a written email statement from my bank clearly detailing your withdrawals were rejected due to the questionable processor you use. I HAVE OFFER 4 TIMES to send you chargeback numbers from the bank and have ASKED YOU REPEATEDLY TO REINSTATE MY BALANCE AND I WILL WITHDRAW WITH SKRILL!??????

Dear Zuzana and Kristina,

We have always been in contact with the player.

Please check the previous complaint that has been already closed concerning this issue https://casino.guru/lightcasino-player-s-account-has-been-blocked-after

Best Regards,

LightCasino Customer Support Team

WHAT THE HELL ARE YOU TALKING ABOUT?

MY NAME ISNT JON AND THAT ISNT MY COMPLAINT WHICH YOU ARE FULLY AWARE OF.

YOU ARE FULLY AWARE OF WHO I AM AND I HAVE EVEN HAD THE AFFILIATE I SIGNED UP WITH CONTACT YOU REGARDING THIS AND YOU HAVE NOT COME BACK TO ME SINCE I GAVE YOU 5 MONTHS BANK STATEMENTS.

Hello?

Is anyone helping here?

light have had 4 months bank statements and the official email from my bank that all payments were rejected due to them sending the withdrawals with MoneySend. These are rejected via my bank.

I have emailed this letter to casino guru also.

Dear CasinoGuru team,

We would like to notify all parties involved within this complaint that LightCasino will proceed with an another payout of 956 EUR to the Skrill account of the player, as this is the total amount of withdrawals of the client.

Please, note that the player will be notified via email once the withdrawal has been processed from our side.

We hope that this positive resolution of the case for the client will be considered as enough to have the matter closed for all parties involved.

Best regards,

LightCasino Administration

Hello,

Thanks for resolving this.....EVEN IF IT TOOK 5 MONTHS!

Thank you for the update.

Kle, I will wait for your confirmation and once you receive your payout we can close this complaint.

An update.

Light have closed my account claiming fraud. Utter nonsense and complete lies. I am fully KYC verified and have had the account 6 months.

They sent my missing withdrawal to Skrill.

They have provided no evidence or explanation for any kind of fraud (It’s not true).

Awful experience with this casino.

Dear all,

Please, note that the account has been and will remain closed in full accordance with our T&C, making reference to:

8.11. In case we, in our sole discretion, believe that a customer is involved in any fraudulent activities, we reserve the right to close the customer’s account at LightCasino and all other partner casinos on our platform. Furthermore, we reserve the right to void any winnings obtained, cancel any pending withdrawals, and refund the last deposit made into the account.

This has already been provided as information to the player via email, as well.

In conclusion, we are happy that the player has received his payments and we believe that the case can be considered as closed following the positive resolution for all parties involved.

Best regards,

LightCasino Administration

Dear Kle,

you need to understand that the casino has the right to close the account, but only when your balance is zero.

Have you received your payment? Do you consider this complaint resolved? Thanks for your reply.

Hello,

Yes I have received the money but the casino is attempting to defame my name here with outlandish claims of 'fraudulent activity'. These are utter lies and i will be taking court action against them.

I want other players to see how this casino is behaving.

I will request light substantiate their claims on this forum as what they are doing is against the law.

Dear Kle,

we are glad you got your payment. Therefore we consider this complaint solved. I am sorry but I need to add again that the casino has the right to close any player's account when their balance is zero and they have even light suspicion of fraudulent activity. There is no much we can do and I wish you all best.