Casino Intense - Player's deposit not credited.

I made a deposit of 20 euros, the money was transferred from my bank but not credited to my casino account

Dear bobas144,

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?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

Δεν επικοινωνησα με την τραπεζα μου, επισης ειναι πολες οι καταθεσεις που εχω κανει σε αυτο το καζινο!

Thank you for your reply, bobas144. I am afraid that we won't be able to proceed with this case before you contact the payment provider. This is a standard procedure. Please forward any relevant communication between you and the payment provider to kristina.s@casino.guru after they finish the investigation of lost funds. Thank you.

They called me to upload documents to return the 20 euros, I'm waiting to see what will happen

Alright. I will leave this complaint open, so please, keep me updated. Hopefully, it will be resolved soon.

Dear bobas144,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.