The player from Belgium had requested a withdrawal 3 weeks prior but had not received it. Multiple deposits totaling more than €1500 were debited from her bank but never appeared in the casino account. Despite proving the issue with bank statements, she still hadn't gotten her money back. We advised her to contact her payment provider for investigation and recommended not to deposit more funds until the issue was resolved. The player confirmed receiving her money back, and the complaint was marked as resolved.
Banzai Casino - Player's deposits are missing.
Amount: €1,800
Banzai Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
I made several deposits, some of which never arrived in the Casino account and were nevertheless debited from my bank account. I received a bonus of €15 to make me wait, but that’s more than 1500 euros missing. I made an instant deposit via my bank account, they asked to send the money to a Luxembourg account in my name (I initially thought it was associated directly with my player account but it is a bank of sale and purchase of cryptocurrencies).
A few weeks after the support response, I still haven't gotten my money back!!!!
They told me the payments had been canceled, so I sent them my account statements to prove that the money had never returned to my bank account. It's money that I didn't play that vanished...
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3 months ago
Dear Winwin11,
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 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.
- Do I understand correctly that some of your deposits were credited successfully?
- Have you contacted your bank already? Ideally, they should be part of the investigation.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Kristina
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3 months ago
Dear Winwin11,
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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3 months ago
Dear Winwin11,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Kristina
Casino.Guru
