The player from Germany deposited in the casino, but the amount wasn't credited to his casino balance. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy”.
Ares Casino - Player's deposit is stuck.
Black points: 120
Amount: €460
Ares Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.6
Ares Casino has a Safety Index of 2.6, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Help Money deducted from the account but not in the casino is only stalled
Automatic translation:
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1 year ago
Dear khoffmann93,
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 might take up to one month approximately. 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’s going to take some time before it’ll be credited to your casino account.
Do I understand correctly the transaction that causes the issue was made on the 1st of February? Please let me know.
Best regards,
Tomas
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1 year ago
Translation
Hello Tomas,
First of all, thank you for the quick feedback.
I did some research myself in Casino Account History. The following data and amounts have been paid in so far, but have neither been booked nor reimbursed:
01/30/23: €175.00
01/31/23: €200.00
02/27/23: €200.00
02/28/23: €200.00
02/28/23: €60.00
thanks in advance for the support!
Best regards
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1 year ago
Dear khoffmann93,
Would you be able to send me payment receipts of the transactions the casino wasn't able to credit to your casino account balance? My email is tomas@casino.guru
I'll await your reply.
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1 year ago
Dear khoffmann93,
Thank you for your email.
Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of Ares Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Ares Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
