BetMaximus Casino - Player's deposit not credited to casino account.

Hi.

On Saturday the 13th I deposited 250 nok with paysafe. The payment went through, but balance on the casino was not credited. I contacted livechat and provided documents to confirm my payment. This was escalated to the finance dep. Today is Wednesday the 17th and the payment has still not been corrected. Have contacted livechat several times afterwards, but they do nothing but telling me to wait.

Dear Enilel,

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.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted the payment provider 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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi.

I have in total made about 6-7 deposits on this site, using the same method (paysafe). There was one other time the excact same problem occured. Then it was fixed during the first working day.

I have not contacted paysafe about this issue. It was not needed last time.

As desribed, I got confirmation about the transaction from paysafe and from UTORG. These documents was sufficient last time this happened. The livechat has also confirmed that my lost deposit was pending. They said that about 30 minutes after the transaction was made.

Thx for the quick reply

Hello Enilel & Kristina,

I have reviewed your claim and I see that our support team has opened a ticket regarding this on April 13.

On our end the transactions is showing as failed and this was escalated to the payment provider for review.

Until now there isn't any update from them and you will be notified by email once there is any news.

With appreciation,

Nadia I.

Hello everyone,

Thank you both for your replies.

Enilel, if the transaction has failed, my best recommendation would be to contact the payment provider. They should be able to trace the transaction and find out what happened. Please get back to us after the Paysafe's investigation has been completed.

Hello Enilel & Kristina,

I see that the payment provider has confirmed the transaction to be successful and the funds were credited to the player's account on April 18.

The player was informed on the same day of the outcome.

With appreciation,

Nadia I.

Dear Enilel,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.