21 Casino - Player’s deposit has never been credited into his account.

Hello,

I deposited 10000 INR on 16th Jan 2022(IST time zone), funds deducted from my bank account but amount not credited to my casino account, At website transaction showed success but with zero amount, casino does not even show transaction details regarding same,

I connected with casino live chat and shared details, they refused to accept my complaint, they asked to go to bank as according to them funds never reached them. I launched complaint with my bank, they today confirmed that transaction was success and funds were transferred to beneficiary account. I request you to pickup my complaint on my behalf.

Attaching below documents

1. bank statement from 15th Jan 2022 to till date
2. transaction detail slip from bank account
3. live support chat history
4. complaint logged at bank with it's resolution by bank
5. 21casino showing transaction success with zero INR screenshot(kindly note that casino is not showing any transaction history for this time period)
6. Attaching casino transaction history page not showing any transaction

Dear anupam,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note that the investigation of lost funds is a complicated and time-consuming process. Your deposit can be stuck in the intermediary bank (somewhere between your bank and the casino's bank) and it sometimes very hard to trace it.

Have you ever made any successful deposits before?

If there is any other relevant communication between you and the casino, or you and your bank, please forward it to kristina.s@casino.guru (or you can post it here).

Thank you in advance.

Best regards,

Kristina

I have made multiple deposits before on 21casino. Communication that I had with 21Casino live chat I have provided history in attachment, same with my bank, all supporting documents I have already attached. Also funds can be traced as details provided regarding transaction casino can send to merchant it uses to process the transaction. Casino have log and transaction id of all transaction and status can be requested by casino from merchant. If anything more from my end please let me know. Cheers

Thank you very much anupam for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) 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.

Hello anupam,

I looked at your complaint and will do my best to help you. I would like to invite 21 Casino into this conversation. Casino, can you please specify what is the problem with the player’s deposit?

Hello anupam,

We have looked into your query for you. 

Please kindly check your emails as we have now sent you an email requesting further documentation, in order to fully investigate your query further.

Thanks in advance! 

Kind regards, 

21 Casino

Dear Casino,

keep us informed also here, please.

We would like to ask the 21 Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi,

The current update I've received from our Payments team since yesterday (08/02/2022) was that the query in question was open for further investigation since it relies on 3rd parties (the bank).

The customer was also informed about this escalation, so we are taking due diligences to solve it as soon as possible regarding what exactly happened here. Accurate information will be provided here for full transparency.

I appreciate your understanding and apologies once more for the inconvenience.

Hi anupam and Viliam,

I'm happy to inform that our Payments team have confirmed the deposit has gone through and has been credited to the account.

anupam, please confirm so this case can be validated as resolved. 

Again, we apologize for the inconvenience and we appreciate your patience. Thank you!

I have received funds in my casino account, but way live chat treated me and tried to prove me a liar is worst experience, I had to wait for more than month to get my funds speak how bad players are treated in casino, I will rate negative about this casino as casino deserve it, kindly close this case as funds are credited

Dear anupam,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru