50 Crowns Casino - Player’s deposit has never been credited to her account.

I opened an account at the casino in question on 9.4 and deposited €20

My money left the bank but has not entered my game account, I have emailed them but they have not responded, I also sent them a receipt for the deposit

Dear riitukka74,

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 takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. 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,

Kristina

Dear riitukka74,

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.

I have sent the documents to the email address they requested, but I still haven't heard back and the money doesn't appear in any account!

Thank you for your reply, riitukka74. Have you contacted the payment provider as I suggested in my last message?

Yes

Ok, so what was the result of their investigation of the lost transaction? Could you please forward all the relevant communication between you and the payment provider to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They haven't answered anything

Thank you very much, riitukka74, for your cooperation. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear riitukka74,

From now on, I’ll be taking care of your complaint. I’ll contact the casino team and try my best to resolve the issue.

I would like to invite the representatives of 50 Crowns Casino to join this conversation and participate in the resolution of riitukka74’s complaint.

Hello there!

Thank you for inviting us to this conversation.

We would like to inform you that we have been trying to get in touch with you for a while via email, however, have not heard back from you. Please, take into account that in order to process your request further, we kindly ask you to provide us with a proof of payment with reference number which should looks like 8fe06ee641e75c. As soon as you provide us with a requested confirmation, we will be able to further investigate your unsuccessful deposit.

Hope for your cooperation in this case.

Kind Regards,

50Crowns team.

Hello there, RiittaR!

Thank you for adding the confirmation here.

We have checked our mailbox once again, and unfortunately, we have not found any letter from you. However, due to the fact that the requested document has been sent here, we have transferred it to our relevant department and we will inform you about any updates here and via email as well.

Thank you for your cooperation, and we wish you a nice rest of the day!

Kind Regards,

50 Crowns team

The money finally arrived in my game account today, April 8

it didn't take more than a month

Thank you, 50 Crowns Casino team, for your cooperation.

Dear riitukka74,

I'm glad to hear that your issue has been resolved successfully. I will now mark your complaint as 'Resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Andrej, Casino.Guru