96 Casino IN - Player's deposit is delayed.

My deposit successful but not received my game account please help me

Dear Jaiveer, 

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 approximately one month. 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, 

Veronika

Maam, they tell me everyday on the support chat that they are trying to solve your issue. I have sent all the proofs but still I haven't received my money. It has been 6 days since the deposit. Please help me.

Thank you for your reply.

To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear Jaiveer,

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 send you already all documents please check to your mail

Thank you for sending me the documents.

Could you please clarify what the casino meant when they stated that you should receive the money via your old saved QR code or UPI?

Additionally, could you kindly provide a bank statement showing the transactions up to today, rather than only up to the end of January?

I look forward to your reply.

Dear Jaiveer,

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'm sending to your mail ID my bank statement

Thank you very much, Jaiveer, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 in the near future.

Dear Jaiveer,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 96 Casino IN representative to join this conversation.

Dear 96 Casino IN,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Please give me my deposit My deposit successful but not received my game account please help me my all proof send you but not any solution please help me

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.

Dear Jaiveer,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/submit-dispute/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka