7 Sultans Casino - Player’s deposit is delayed.

OK, so I deposited 100 dollars to 7 sultans casino using online banking via etransfer. The money left my account to gigadat but was never deposited to my account. Also there was a 50% deposit match that I was also supposed to receive and obviously did not. I attempted to contact live support and speak with an agent but it would not allow me to do so and kept asking me automated questions. I typed all sorts of things such as speak with agent, agent, live agen, talk to live person etc. Everything I could think of but would not connect me to representative. Can you help me with this matter please?

Dear HarleyMiller,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

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

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

No I haven't contacted my bank as it is a credit union and they are not open at these hours. It was not my first deposit, I have deposited with 7 sultans maybe 3 times previous and had no issues wwirh my funds being added or the match bonuses that came with it. This is the first issue I am having but it is 100 dollars and that's not a small sum to just forget about. So you said it is not the casinos fault and the fault lands on my payment provider? Is that right? Causebim my payment provider. They requested an etransfer from me and I accepted there request for funds.

Thank you very much for your reply, HarleyMiller. Please contact your payment provider as I suggested so that they can start the investigation of the lost transaction. After the investigation is completed, please forward any relevant communication between you and your bank regarding this issue to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear HarleyMiller,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.