BETWINNER Casino - Player's deposit has not been credited.

I made a deposit on May 24, 2024. It's been over two months now, and the money still hasn't been credited to my account. They keep responding with the same generic answer, saying the issue is being resolved. This is terrible.

Dear anglexion091, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Have you read my complaint carefully? 2 months have passed. I can't contact the payment provider because I don't know him. If I had known, I would have done this a long time ago

I am sorry for the misunderstanding. The one-month period I mentioned is the time allocated for the payment provider to investigate your request after you've contacted them regarding your lost deposit. Can you please specify the payment method you used to deposit funds into the casino? Was it your first deposit in this casino?

Please forward the payment receipt and any communication that could be relevant to the investigation of your case to veronika.l@casino.guru.

The deposit was made by transferring from bank card to card.

I sent you a check and bank statement by email.

Thank you for the documents. Have you contacted ВТБ Bank to confirm if the deposit was sent and received?

I contacted VTB. The transaction has had the status "Executed" for a long time. No money coming to the casino

whether

Please forward me the emails, chat transcripts, or any other evidence of the communication between you and the bank regarding the lost deposit. Include all the communication between you and Betwinner Casino as well. Thank you.

Dear anglexion091,

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.