The player from the US had encountered a technical issue when he tried to deposit $200 into his online casino account. Even though the funds had been withdrawn from his bank account, they did not reflect in his casino account. The casino had declined to either credit the funds into his account or provide a refund. We had advised the player to contact his payment provider for an investigation and to refrain from making more deposits until the issue was resolved. However, due to the player's lack of response to our inquiries, we had to reject the case. The player still has the option to reopen the complaint in the future.
Casino Extreme - Player's deposit hasn't shown in the account.
Amount: $200
Casino Extreme
Safety Index:Very highSafety Index
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9.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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12 months ago
Aas I was making a deposit my screen froze or a glitch which ever while I was depositing 200.00 dollars. I waited a good 15 to 17 min and finally it statred working again. told me my deposit did not go thru and it didnt show in my balance but it was taken out of my bank account and the casino wont refund my money or post to my playable balance
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12 months ago
Dear shawnmiller406,
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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11 months ago
Dear shawnmiller406,
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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11 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.
