888Starz Casino - Player's dissatisfied with the casino's unresponsive support.

Hello

I am player of this csino from long time, and got use to some problems they have from time to time with different payment systems. But this time the customer service is really unbelibasbly inresponcinve and just send me from chat to mail from mail to telegram bot which never responces, as its bot and you can not communicate with it, accept answering the questions about problems it collects. Of course no answer after what so ever. Return to 888proccessing, they again sent me to mail, which accordingly to telegram bot, and no end for this curcle. And what is really wierd that its easy , as its e system instapay, that is immediate, and problem is that the agent did not forwarded the funds. it has nothing to do with payment system, money is in the e-wallet of one persone that suppose to send it to casino my account. Its a matter of princip now not let it go, as over 5 days i can npot see any help from the casino support. Answer is usual, send mail, wait for answer, technicians will fix your problem, And its not my problem - its casino problem.

Dear oxanasub,

Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will definitely need more information. Could you please elaborate? Is this complaint about delayed withdrawal or lost deposit?

I will be patiently waiting for your reply.

Best regards,

Kristina

Hello , Kristina

I am not sure should ut be considered delayed or lost, but now it has been 6 dyas, and no news from casino recieved and funds are not credited, whenever i send reminder, i reciev same answer from 888proccessing chat - to write to support, from support to refer to telegram bot, Bot is sulinced of course. i am attaching you the mails, chat reciept of payment. I|f any further needed. let me know please. Will try to download chat from 888 proccesing, if i manage i will send it here as well. The strange thing is that this payment system is only matter of contacting the agent to forward the funds, the system takes a second to send the funds, but the person that recieved it did not forwarded.

Hello,

I did not here from you few days, hope we will reach any resolution.

Meanwile i have managed to find one of chats trancript with 888proccesing.

By the way antill now no responce recieved and issue not resolvved. almost 9 days

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Thank you for your reply, oxanasub. 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 clarify if it was your first deposit via this payment method?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

Thank you for your cooperation.

Kindly provide the following information:

• communication between you and the payment provider (I am mainly interested in confirmation that funds were successfully transferred to the casino),
• communication between you and the casino,
• deposit/cashier history from your casino account.

You can send everything to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Kristina

I have sent to indicated mail the attachements requested.

The bank confirmation of the funds debited and credited to the receiver. Its not a casino account where the funds are transferred via this payment system, this is an account of a casino agent that has an account on one of the Egyptian bank linked to the payment system used (instapay) So the funds are credited to the casino agent account. Which he is supposed to send to the casino account. 

The communication with the casino is attached, bank proof as well. Communication with the payment system is verbal, but payment system transaction history indicates debiting and successful transfer attached as well (balance from the bank with debited amount is marked in yellow color) and deposit/cashier history from the casino account.

All casino transfer history also attached and additionally part of the transfer date zoomed separately screenshot. Mails, chat and telegram chat history attached (the once i could retrieve)

IF any further needed please let me know. 

Also, my apologies in my previous respond here, i have attached wrong transfer screenshots (in last time response) can i modify it? 

Really sorry, just confused with other account. In the first post the transfer is correct, in the latest- it is wrong. 

Apologies for the inconvenience. 

Could you please clarify how you found out about this casino agent?

Dear oxanasub,

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.