Bet24-7 Casino - Player’s deposit has never been credited to their casino account.

Hello. In early May, I made a deposit, it was not credited to the game account. Then, at my request, my account was blocked and my deposit was not returned to me. They contacted me and asked for documents for verification. they do not react in any way.

Dear SERZ15,

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 depositing 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.

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 

The deposit was not the first one, it is on the game account, here is the correspondence with the operator. I have been waiting since May 7th.

Could you please forward screenshots of your payment receipt and any supporting evidence that it has been credited to your casino account? You can either attach it with your reply or forward it to petronela.k@casino.guru. Thank you in advance.

I sent you an email.

Thank you very much for your email. Could you please forward a screenshot of the single transaction with a visible transaction ID? I'm sorry, but I couldn't identify it from the bank statement.

Thank you, SERZ15, for your email. Do I understand correctly that you placed two different deposits on the 6th of May? Each in the amount of €50?

Yes. I don't remember which one is the one but both were entered into this casino.

Did any of those deposits make it into your casino account or are they both missing?

One is available on the game account. I sent a screenshot of the correspondence with the operator, he himself replied that the funds are on the game account.

Dear SERZ15,

Could you please forward your entire bank statement from May 2023 to petronela.k@casino.guru? We would like to prove that your lost deposit wasn't afterwards credited back to your account. Thank you in advance.

Well, but they have a deposit on my game account, they themselves told me.

Thank you, SERZ15, for your bank statement. I found two transactions from Paysafe Payment Solutions Limited (the same provider that is displayed next to your deposits to casino) with positive value in the amount of €50.

Are you sure that the lost deposit wasn't returned to you?

I explain to you that the deposit was not lost. The casino operator himself says that this deposit is on my game account. Other receipts were from other casinos

as you can see from the correspondence my deposit is on the game account

Thank you very much, SERZ15, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello SERZ15,

This is Tomas, and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Bet24-7 Casino to join this conversation and participate in the investigation.

Can you please confirm if you have also returned the second deposit to the player?

Thank you.

Best wishes,

Tomas

Hello. They have to return one deposit to me. They have it on my game account.

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.

Hello. I didn’t get a refund of the deposit, but they unblocked my account, it had my funds. I requested a withdrawal of funds for 3 days now and they have not processed my withdrawal.

Dear SERZ15,

Please let me know once the payment is processed or if the status is changed the other way. I'm trying to get in touch with the casino representative, so I will keep you updated on any developments as well.

Thank you.

Kind regards,

Tomas

Ok

I waited 7 days, the withdrawal was not processed. Yesterday I canceled the withdrawal and made it through a different method. But I think it will also be. The financial department does not respond to letters, and the operator says wait or walk to the financial department.

Dear SERZ15,

I managed to get in touch with the casino's representatives, and I'm currently waiting for their updates regarding this case.

The timer will now be extended for another 7 days, and I will keep you updated on any developments.

Thank you for your patience.

Kind regards,

Tomas

Dear SERZ15,

Unfortunately, I've received no response from the casino regarding this matter. 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 Curacao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. It is not the best licensing authority out there but it 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 (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas

We’ve reopened this complaint at the request of Bet24-7 Casino.

Dear SERZ15,

I was provided with evidence confirming that you played your balance down to zero after you cancelled your withdrawal request. Therefore, your complaint will now be rejected.

I’m sorry I couldn’t be of more help, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Kind regards,

Tomas