The player from Portugal deposited in the casino but the amount wasn't credited to his casino balance.
I can't get the money into the account. I have already sent two images to prove the deposit. The deposit history of my account has the pending amount there.
Dear PedroSobral,
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 might take up to one month approximately. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
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,
Tomas
Good morning
All the same. The money was deducted from my bank account AND it does not appear in my casino account
PedroSobral,
Do I understand correctly you tried to contact your bank and the casino regarding the issue? Did you receive any confirmation from the casino they are working on the issue or not? Was this your first deposit in the casino? Please could you forward the payment receipt and any relevant communication to tomas@casino.guru?