The player from Austria has deposited money into casino account but the funds seem to be lost. We rejected the complaint because the player didn't respond to our messages and questions.
Casilando Casino - Player’s deposit has never been credited to her casino account.
Amount: €50
Casilando Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Casilando Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
First they sent me an activation link that doesn't work. I was still able to deposit and then play. The 2nd deposit of EUR 50 was not credited to my account. After that, logging in didn't work anymore either, but after a while it suddenly worked. Endless back and forth live chat with a highly incompetent customer service representative who just sits there to fool the customers. Have sent all documents to the support but received no answer.
Automatic translation:
Public
Public
2 years ago
Dear Diader66,
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 deposits have 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 which takes approximately one month. In these cases, 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 along with any relevant communication 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
Public
Public
2 years ago
Translation
Additional comments from the player:
"A sensible solution for me would be to credit my account with the 50 EUR in the form of a bonus without wagering requirements, otherwise I can only describe the casino as very dubious."
Automatic translation:
Public
Public
2 years ago
Dear Diader66,
Please forward your payment receipt along with any relevant communication to petronela.k@casino.guru. Thank you very much in advance.
Public
Public
2 years ago
Dear Diader66,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.
Public
Public
2 years ago
Translation
After making a few deposits it's not possible to filter out an exact one.
Automatic translation:
Public
Public
2 years ago
I'm sorry, Diader66, but without the payment receipt, we can't contact the casino. Could you please advise which payment method you have used t deposit funds into your casino account?
