The player from Spain had deposited money into his casino account 24 hours prior but it was not reflecting in his balance. Upon receiving the complaint, we had advised the player to contact his payment provider for investigation since the casino had no control over this issue. The player was also requested to provide his payment receipt for further assistance. However, due to the lack of response from the player to our messages and questions, we were unable to proceed with any further investigation or provide potential solutions. As a result, the complaint was rejected.
Casinia Casino - Player's deposit not reflected in balance.
Amount: €700
Casinia Casino
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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9 months ago
Translation
I made a deposit 24 hours ago into my account and it's not showing in my balance
Automatic translation:
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9 months ago
Dear marcrj7,
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
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9 months ago
Dear marcrj7,
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.
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9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
