HomeComplaintsCasino Masters - Player’s deposit has never been credited into his account.

Casino Masters - Player’s deposit has never been credited into his account.

Amount: €50

Casino Masters
Safety Index:Above average
Submitted: 10 Aug 2021 | Resolved : 08 Sep 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 years ago

The player has deposited money into his account and since then he cannot log in to his account. After some time the casino managed to credit the player's account with the deposit and the complaint is resolved.

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3 years ago
Translation

Deposit for two casinos € 50 Vegasoo and Casino Masters. The money left the account but I can't log in to either account. The chat is answered by a bot that doesn't help and I've sent many messages on the subject in a week and I haven't received any response.

Automatic translation:
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3 years ago

Dear Joni,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Are you receiving any error messages when you try to log in? If yes, would you be so kind and post here a screenshot?

Have you also tried contacting the casino via email support@casinomasters.com?

Additionally, I would like to ask you to keep it one casino per the complaint, so if you are experiencing problems with another casino, please submit a new complaint with the details of what happened and we will publish it as soon as possible:

https://casino.guru/complaints

I hope, we will be able to help you to resolve this issue as soon as possible.

Best regards,

Kristina

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3 years ago

Dear Joni,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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3 years ago
Translation

Hey!


Thanks for the answers.

I got a € 50 refund but I don’t know which casino it came from. Neither casino has responded to my posts.

Automatic translation:
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3 years ago

Thank you for your reply, Joni. Isn't it possible for you to check in your bank statement from whom the transaction came from and compare it to deposit transactions information? Or do both casinos have the same company name in your bank statement?

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3 years ago
Translation

Hi!


The statement only shows the address and it is the same in both. So I can't know which one made the return.

Automatic translation:
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3 years ago

Thank you very much Joni for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

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3 years ago

Hello Joni!


From now on, I will take care of your complaint. I would like to invite representatives of Casino Masters into this complaint in order to help us resolve the issue.

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3 years ago
Translation

Hey!


Great job. Thank you for your help.


Joni

Automatic translation:
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3 years ago

Dear Joni,


We have checked your account and we can confirm that the refund of your deposit on your Casino Dome accounts has been processed and the funds should have reached your account.


The refund for your deposit on your Casino Masters account is currently in the process of being refunded and you should receive an update very soon.


Should you have any further queries, please do not hesitate to contact us back.


Kind regards,


Casino Masters Team

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3 years ago

Hi!


Thank you so much! I never thought I would see those money again.


Awesome team you have there 👏👏

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3 years ago

Dear Joni,


We would like to inform you that your deposit was refunded back to your account on the 25/08/2021 and the funds should have reached your account instantly.


Should you have any further queries, please do not hesitate to contact us back.


Kind Regards,


Casino Masters Team

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3 years ago

Hello Joni!


Could you please confirm that your deposit was refunded?

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3 years ago
Translation

Hey!


I received one refund then 17.8.

€ 50.


I haven't received a refund from another casino yet.

Automatic translation:
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3 years ago

Hello joni!


Do I understand correctly that your issue with Casino Masters can be considered as resolved, whereas there is still refund to be made at Vegasoo Casino?

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3 years ago
Translation

Hey!


So I still don’t know which casino: Vegasoo or Masters has returned it for € 50.


But that second € 50 is yet to be refunded.

Automatic translation:
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3 years ago
Translation

Somewhere in the post you are talking about the Casino domain and I have no history with it.

Automatic translation:
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3 years ago

Dear Joni,


I would like to kindly suggest that we wait a bit to see if the second refund would appear in your account as well. I will set the timer to 7 days for you, so you can inform us within this time frame. In case your refund will not be credited, I will contact the casino once again.

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3 years ago

Dear Joni,


After checking your account I can confirm that we have refunded you the below on the bank account used for your deposits:


Casino Dome - 50 EUR - 10/05/2021

Vegasoo - 50 EUR - 16/08/2021

Casino Masters - 50 EUR - 25/08/2021


If You are missing any of the above funds, please provide us a bank statement in PDF format from 10/05/2021 until today, so that we will be able to check this further for you.


Regards,

Casino Masters Team

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3 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 years ago

Dear Joni,


Please note that screenshots are not accepted. We have sent you an email for you to reply back, providing the bank statement in PDF format directly to our email address.


Thank you for your cooperation.


Regards,

Casino Masters Team

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3 years ago

Dear Joni,


Did you provide the casino with the requested documents in the correct format?

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3 years ago
Translation

Hey!


The money appeared in the account a few days ago. Thanks for the help 👍👍💪❤

Automatic translation:
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3 years ago

Hello Joni!


I am delighted to see the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

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