Axecasino - Player’s deposit has never been credited to his casino account.

Hey my deposit was rejected by casino but taken from my bank account. The casino has just been answering with generic "the money will be reverted back in x days". Today the payment went from pending to accepted on revolut and revolut tells me that the merchant has claimed the money instead of rejecting it and that it wont be reverted and tells me to talk with the merchant. The casino just answers with the same response as before " wait 15 business days" wait 8business days" wait 5 business days depending on which live support agent im talking with.

Dear Daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 which 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 located and refunded back to your bank account or credited to your casino account.

Could you please advise if it was your first deposit in this casino? Please forward your payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hey this was not my first deposit had made one successful deposit before

Thank you for the payment receipt. I fully understand your frustration, Daniel. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 21 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Meanwhile, please try to cooperate closely with the payment provider on locating misplaced funds. Thank you in advance for your patience and understanding.

Ok, According to my bank the payment has reached the casino/payment operator and it dosent seem to be much they can do

Thank you, Daniel, for the update. Please allow some time for the investigation and I will get back to you in 3 weeks.

Axecasino has now transferred my bankstatent to their financial department to have a closer look. So im now hopeful that they will solve this.

The deposit has now reached the casino so this complaint can be closed 🙂

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Daniel, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru