BigBoost Casino - Player's deposit is missing in her casino's wallet.

Deposit made of total 2,64,340 to big Baazi (now big boost) in November 2023.

Payment deducted from card. However, amount not credited in wallet.

Account verification also completed. Verification page enclosed

Amount also not credited to my wallet statement enclosed

Now big Baazi is denied to add amount in my wallet/refund back to my card.

Telling that contact card issuing Bank. After making payment to big Baazi, how Bank can refund?

Please help me to get refund from casino or add deposit to wallet.

Dear sangita15965,

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?
• 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 

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.

I already contacted my bank and bank has stated that contact merchant as transactions were successful.

Big boost account screen shot also enclosed for November 2023, total 3 deposits made not credit in wallet.

Now, big boost stating that contact bank only.

I want deposit refund back or in wallet as more than 5 months lapsed.

Hi sangita15965,

• Please forward your payment receipts to petronela.k@casino.guru. 

Thank you.

Hi all the details email to petronela.k@casino.guru

Thanks

Hi sangita15965,

I received your email with the screenshots of your casino account, but what I actually requested was a screenshot of your payment receipt. Could you please provide a screenshot of the transaction from your bank account, showing the transaction ID, visible date, and amount?

Thank you.

SS of the all 3 transaction from bank app taken sent on 10th April.

Screenshot from the player:

Hello sangita15965,

Thank you for sending the screenshot of your bank account. However, what I actually need is a screenshot of your payment receipts. Could you please provide a screenshot of the transactions from your bank account, displaying the transaction ID?

Thank you.

SS of the all 3 transaction with transaction I'd sent on 14th April.

Screenshot from the player:

Hi sangita15965,

I'm sorry to learn that there hasn't been any progress. Could you kindly share your bank statement, highlighting the deposits? The statement should cover the period from the day of the deposits until now, providing evidence that the funds left your account without being refunded.

Thank you.

Above was a card payment and statement already shared to above email I'd.

3 deposits made not refunded by big boost till the date.

Hi sangita15965,

I acknowledge that you have already provided your payment receipts. However, to proceed with this complaint, we will require your full bank statement as previously requested. Could you please share your bank statement, highlighting the deposits? The statement should encompass the period from the day of the deposits until now, offering evidence that the funds left your account without being refunded.

Thank you.

Card statement along with transactions history emailed on 25th April 2024.

Out of 4 transactions, 1 transactions refund received from bank and for 3 transactions bank denied refund and temp credit given was debited could be seen in the transactions history. 

For 3 transactions, amount not credit in big Baazi wallet / refund back to card though amount deducted from card. 

Please look into this and help me from big BaaziBaazi to get amount refund back then my card or wallet.

Hi sangita15965,

After reviewing your bank statement, I noticed that all the payments you mentioned sending from your bank account to the casino, which were allegedly not credited, are labeled as "credit." Doesn't this indicate that the funds were indeed added to your bank account and not taken?

Additionally, the casino has suggested that the funds were not transferred to them. Could you please provide further details on this matter?

Please refer that temp credit amount that is debited and bank had stated that contact merchant. Now, casino denied to credit that amount that wallet / make refund to card.

Now, Casino also stated that all the amount credit to casino wallet and I played. However, amount not added to wallet as per statement.

Hi sangita15965,

I'm utterly lost. It just dawned on me that all the forwarded bank statements bear a different name. Despite you sending me screenshots of payments made from card **2196, the bank statements pertain to a different card, **2204.

Could you please clarify? Oddly, the more we communicate and the more documents I receive, the more confused I become.

Thank you.

2196 was old card number

2204 us new card number

Of primary card holder.

Hi sangita15965,

• Am I correct in understanding that the funds were transferred to your casino account from someone else's bank account?
• Is this a joint account?
• Can you provide evidence confirming your status as one of the legitimate owners of the bank account?

Thank you.

This is not bank account.

It's about card. Primary and secondary cards.

From my secondary card, deposits made to casino wallet. But not added to wallet / refund back to cards.

Hi sangita15965,

• Those bank cards must be connected to a bank account, correct? Who is the owner of the bank account?

Thank you.

Banks cards not connected to bank account.

For banks cards, primary card holder and secondary card holder is there. And statement also sent.

Thank you very much, sangita15965, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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 sangita15965,

I'm sorry to hear about the issues you're facing.

In the email from the casino, they mentioned that the deposits you highlighted in the screenshots are not deposits made to their casino. Could you please confirm if you previously made deposits to this casino that were successfully credited? If so, could you please provide a screenshot of such a successful deposit?

Thanks.

Previously not made any deposits

Unfortunately, we are unable to compare the records you provided with successful deposits in the past.

I would like to invite the casino representative to join the discussion, as they may be able to explain what occurred or how successful deposits appear on the bank statement.

Dear all,

I trust this message finds you well.

I regret to learn that your experience at our casino did not meet your expectations. Please allow me some time to thoroughly investigate the matter.

Best regards,

Big Boost

Dear Big Boost team,

Above 3 transactions deducted from my card and not added to wallet.

SS already attached no deposit added from Nov 2023 as a proof.

It's is requested to please refund 3 transactions to my card or add amount to my wallet.

Dear sangita15965,

The casino representative has provided us with evidence indicating that you have made deposits in this casino before, despite your earlier denial.

On one specific day, two deposit attempts were unsuccessful. Would you kindly share your bank statement from the period of 2.11. to 4.11. so that I can cross-check it with the casino's records?

(it is important to have all transactions from these days)

Thank you.

Hi there,

Already shared through email the card statement for further course of action in the matter.

Dear sangita15965,

We are currently awaiting the game log from the casino in order to review the activity on your account along with your transaction history.

Thank you for your patience.

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.

Dear sangita15965,

We are still awaiting the game log from the casino in order to review the activity on your account along with your transaction history.

Dear sangita15965,

We have checked everything and we believe that the casino has right in this case. If the balance was deducted from the bank account either the transaction was unsuccessful and the money never reached the casino or the transaction you marked is a transaction to some other entity (not the casino). Please kindly contact your bank. Inform them about the issue and if you are not aware of what happened with the transactions in question, then initiate the chargeback. The bank should be able to recover the funds.

Dear sangita15965,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.