The player has deposited money into her account, but the funds seem to be lost. The casino informed us that the player deposited with someone else's payment method. The player denied this accusation, however, he did not provide proof that the payment method belonged to him. Therefore, we were forced to reject this complaint.
Arlekin Casino - Player’s deposit has never been credited to her account.
Amount: 50 R$
Arlekin Casino
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I made a deposit at Arkelin Casino but it has not been credited to the casino website since January 13th at 1:10 am. I deposited 2 deposits and it was credited. The third one I made was not credited and not returned. I have sent more than 10 emails and no one returns. I've already spoken 4 times in the chat and rarely has anyone available but the only attendant always says the same thing. says he can't help and I have to wait for an email. To date no one has resolved and they do not return the money. Where can I get help?
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1 year ago
Dear eded73425,
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 one month approximately. 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,
Kristina
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1 year ago
Translation
To receive it takes 1 second. And they keep sending promotions to more deposits. The money in question is not a prize received. It's a deposit made, that is, the voucher was sent and so far they haven't returned it to me but they still keep asking for deposits for more games. Amateur and disappointing situation for a casino. No more.
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1 year ago
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Proof of deposit of the last deposits made was requested. They were sent but so far have not returned. The money in question was not won by gambling. This amount was deposited for them but it was never credited on the site to bet and it was not returned either. Today completes 7 days that I'm trying to recover my measly 50 reais deposited. I won't give up even if it was 1 cent. What's mine and mine what's theirs and theirs. Bet and lose yes. Deposit and money disappear no. Awaiting response. Activated game commission.
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1 year ago
Good evening, eded73425 !
I stay in touch with our support and payment departments to resolve this issue.
The information you have provided them with was forwarded to the payment provider and yesterday, after the provider's answer, the funds were credited to your account.
I do sorry for your inconvenience, but unfortunately, as Kristina mentioned, we are not able to speed up the request that is in process on the side of the payment provider.
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1 year ago
Translation
I've been getting the same emails since the 13th. "It's with the provider and in the hands of management". I received about 8 emails saying this but so far no solution. It's just 50 MY reais that I deposited and it wasn't credited to the casino account. It's not slot money. And all this time without resolution. I wouldn't want to win a prize at that casino or else I'll have the stress of a good few years and lawyer expense. Just waiting to return my money to close this casino for good.
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1 year ago
Hello everyone,
Thank you both for your replies.
eded73425, Arlekin Casino stated in their last message that the deposit has been credited to your account. Could you please check your player's account and confirm that?
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1 year ago
Dear eded73425,
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.
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1 year ago
Translation
No payment was found and no such payment was informed by email. Please inform the date and send via email as it was not found.
So far 25 days later the payment has still not been located.
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1 year ago
Good evening, eded73425 !
I've just got the answer from the colleagues upon this question.
As I told, the deposit was credited to your gaming account January 29.
However, I've been informed that the deposit was made from the payment account that belongs to the third person. That is why your account was stopped till the moment we are able to specify the origin of the funds.
After it, you will be able to use your account to play or the funds will be returned to account holder.
The support department informed me, that they are in touch with you now and provided you with all necessary information.
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1 year ago
eded73425, could you please clarify whose payment method you used to make the deposit?
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1 year ago
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All deposits made, which were instantly accepted by you, in PIX. If you made the return, just send the receipt as there is no entry in the account for that amount.
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1 year ago
Please note I would like to know who owns the payment method you used, not which payment method has been used. Thanks.
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1 year ago
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To date, it has not been returned. All methods of deposits made without worrying about who owned the account were accepted. They are only questioning why I have to return the deposit I made and it was not credited on the casino website. You can register and make deposits through any account in the name of anyone. They will accept. Try trying to receive any value. They will not send you. They only accept cash inputs regardless of where it comes from. They do not accept making cash outflows. The 50 reais I'm charging was money that came out of my account. It doesn't belong to them and they refuse to return or send the deposit slip to verify where it was deposited. They act in bad faith. Congratulations on the award for the worst casino of 2023 that gets dirty for a measly 50 reais. The casino class is noted for behavior.
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1 year ago
eded73425, please send proof that the payment method you used to make the 50 R$ deposit belongs to you to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
Dear eded73425,
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.
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1 year ago
Translation
The same form of deposit was used. The site keeps sending me requests for deposits and asking me to make more and more deposits offering me promotions. The deposit was made via Pix I want you to close my account at this casino immediately. I do not want to receive emails or promotions or contact from crooks who need 50 reais that are not theirs to keep the casino up. If you can call it a casino. If you don't want to return it, take advantage of those 50 reais. They must be needing more than me for the level of the "casino". Worst casino in the whole nation. I've seen a casino refuse to pay bonuses and money earned in the game, but it takes 76 days to return 50 reais that was deposited on the site and was not credited, it's the first time. Enjoy! 76 days and they don't give me a refund.
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1 year ago
Ok, I clearly see that you are not interested in proceeding with this complaint as you still have not clarified whose payment method you used, nor have you provided proof that it belongs to you. I am afraid that without your cooperation we are not able to further investigate this issue.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
