Casino765 - Player’s requesting her deposit back.

I deposited from UK. Unfortunately none of the games would work on my device. I've twice emailed my identification to be verified so I can have my deposit back. All emails ignored. I get cut off the chat. They don't want to help. They still have my money. What can I do next?

Dear Ashleigh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and describe in more details what is going on with the games? Also, could you please confirm you didn’t manage to use any of your funds? Is your account accessible?

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

Best regards,

Kristina

Hi I can still access the account. When I clock to load the game they just don't load if that makes sense. None of them. The customer chat said it's because I'm on iPhone and I don't have another device in the house. Not used any funds at all as nothing would load for me. Thanks

Thank you very much Ashleigh for your quick reply. I will now transfer your complaint to my colleague Nick 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.

I would like to ask Casino765 to join this case and help us solve this problem. Is there a way to return the player's deposit if she is not able to play any games?

I really hope they respond here as they don't respond to emails. It's so frustrating. It's well over a week now and still no closer to having my money returned to me.

Upon looking further into this casino it says it doesn't accept players from the UK. So how was I able to make an account and deposit with a UK address and UK card? I just want my deposit back now. It's clear the games won't work. Baffling.

Still no reply to my emails

So after yet another few emails and no response. Emmy on chat eventually got my account verified. However I still cannot withdraw my own funds! She said she's passed it to financial department and I have to wait 14 days for my money back. Jessica told me the same thing 10 days ago. Honestly do not play this casino. They don't want to give your money back. They say because I'm on iPhone the games won't load. I don't have another device in the house. I just want my money back. This is so frustrating. I've played on so many casinos over the years and never have I come across anywhere as shocking as this. They ignore all emails. All chat staff tell you the same answer and are using Covid-19 as an excuse for limited staff. Other casinos I've not had a problem with. Just give me my €50 back and I'll stop.

So they can't reply to my emails. But they can call me and offer me a 200% bonus on my next deposit. I told the man on the phone about the problem and he wasn't interested. Pretended he couldn't understand me but would speak to his manager and email me back. Not had that email yet. So frustrating

Unfortunately the casino hasn’t provided any answer on this case. However, I would like to ask Casino765 again to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

They are still ignoring me emails

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Nick

Casino.Guru

This makes me so sad. They still have my money