888Starz Casino - Player's deposit not credited to account.

I deposited money to one of an agent but the agent did not recharged my casino account back in time and now the payment request has been rejected by operator automatically , when i contact customer support they say it is under investigation but know response yet its been days.

My Id is ****

Email is ****

Dear thushan,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 888Starz Casino.

• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Have you made any successful deposits in the casino in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

Thank you for quick reply i sent you screenshots of my last chat. i contact customer support but every time they act like they are not responsible , i have deposited earlier more than 5 times but not from this agent , i think this agent is a thief . Now they have removed the agent from payment system but i still did not get my money back .

If they have removed agent they know what happen but they are not giving me money back.what should i do now?? Are they not responsible for the agent ??

Thank You again hope you will help me to resolve the issue.

Thushan

Hi ,

Any response its been a week and no response i can see the same agent is available now in casino system payment methods.

Thank You

Have a great day

Thanks for your patience.

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 might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account or refunded to your bank account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated.

Dear thushan,

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.

Dear Tomas,

I have not yet received money when i chat with them they say the same thing again and again, As you intructed to wait for a month I am still waiting, I think they are doing a scam and they have no reaponsibility in their agents. I am very disappointed.

Thank you very much, thushan, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, thushan,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 888Starz Casino team,

Could you please look into the player's issue and provide us with the results of the casino's investigation? What happened with the non-credited deposit?

We would like to ask the 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’ which may negatively affect its rating.

I am extending the timer for the casino by an extra time and will try to contact the casino representatives also in other ways.

Please note if the casino fails to comment on the matter until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.

Greetings,

Since I managed to connect with the casino representative and there is still ongoing communication with them, I am extending the timer again, waiting for more information regarding the handling of complaints on the casino's side and details for the complaint itself.

I will inform you once I have any news.

In the meantime, thushan, feel free to provide me with any updates.

Thank you for your patience and understanding.

Hello, thushan,

Let me share the good news with you! This is the update I received from the casino representative outside the thread.

"Greetings! 

It took a while as we investigated this case on our side. Now everything is clear. We just topped up the account with a missed sum of deposit. We are sorry for this situation and as apologies, we have added the bonus of 50FS to the player's account. We wish you a pleasant game experience let luck guide you!"

Can you please confirm your issue has already been resolved? Can I consider the matter closed or is there anything else I could help you with?

Dear thushan,

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.

Dear Branislav,

I have received the money and they hae sent a small amount of money as bonus just like a cent compared to the amount thry tried to rob from me.

Still I am dissapointed in their service because I only got my money because i made a complaint to you if not they would have robbed the money. I am sure they have done same thing to other people also.

Thank you for the help CasinoGURU team. You are the reason for my refund appreciate your service.

Still I would not rate the casino's service.

Once again thank you.

Have a great day.

Great news, thushan!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Thanks also to the 888Starz Casino team for their help and cooperation.

Best regards,

Branislav, Casino.guru