The player from Brazil had transferred a significant amount of money to the Betsson online casino through Nexta Payment Services LTD. The transfer was confirmed by her bank but the funds had not been received by the casino. The player requested an investigation and a resolution. The player had been in regular contact with the casino and had submitted all necessary documentation for the investigation. We had extended the investigation period to a full month to allow the casino adequate time to resolve the issue. The player had expressed confidence in the casino's ability to resolve the issue. However, despite multiple attempts to reach the player for an update after the investigation period, there was no response. Consequently, we had to reject the complaint due to lack of further information.
Betsson Casino - Player’s deposit has not been credited to the casino.
Amount: 4,070 R$
Betsson Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
Dear Eugabilim,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Was it your first deposit in this casino?
When was the last time you communicated with the casino regarding your lost deposit?
Have you sent the deposit slip as well as all the relevant communication between you and the payment provider to the casino's finance department?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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.
Good morning,
This was not my first deposit. I already play at Betsson and have never had any problems. I know they are trustworthy. I would just like to protect myself and ask for a speedy resolution.
Every day I'm contacting them to at least know a deadline. The casino has responded, but I need to be sure and know a deadline.
Have you sent the deposit slip, as well as all relevant communications between you and the payment provider, to the casino's finance department? I sent the receipt and several documents that were requested by the casino
Thanks for the help.
I completely empathize with your frustration, Eugabilim. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 22 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds.
Thank you for your patience and understanding in advance.
I'm confident the casino will resolve it soon. Yesterday I received contact from my account manager, and he was extremely attentive and helpful!
Dear Betsson team,
I would like to express my sincere gratitude for the effort, commitment and professionalism shown by the entire team during the resolution of the problem. Your tireless efforts have not gone unnoticed, and now, more than ever, I have full confidence in the company. I thank everyone involved for their dedication and diligence in ensuring a positive customer experience.
Yours sincerely
Dear Eugabilim, since almost a month has passed, I would like to ask you: Has your deposit been credited to your casino account, or has it been returned to your bank account? Please let me know.
