Casinostars - Player has issues with deposit processing.

I have been playing at the casino for a month. Today, I made a deposit of 130 euros, and when I made another deposit of 30 euros, the money never showed up. The amount was deducted from my account, and when I talked to the bank, they told me that the money went where I sent it.

Also, in the account, it shows that the money is going to a bookstore in Romania. The same thing happened with previous deposits, but the money would always enter my account correctly.

I spoke to chat support many times, and they keep telling me that the deposit is pending without further explanation.

It has been 5 hours, and still no solution. The company hasn’t contacted me yet.

Not only did they entice me on the first day, but within 15 days, they have kept me locked out, and I have lost 2500 euros. Now, they can't find a solution for 30 euros, which the bank assures me went to the company.

Dear nickcrawl,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinostars.

If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider, which it seems you already did. They need to investigate but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

If your deposit is not credited or returned within a month please let us know and we'll intervene.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated.

Thank you very much for your understanding.

Best regards,

Tomas

It's been almost 24 hours and no progress.

My bank gave me a code to give to the casino to unlock the deposit.

Despite this, they didn't pay much attention to me and just keep telling me that their financial department is dealing with it.

Personally, after all the money I lost on them, I lost my desire to play there again

The problem continues to exist

While I sent them some documents now they are asking for it but which I don't understand what exactly they are asking for.

I feel like an idiot for trusting this casino and they have made their problem mine. In the meantime I deposited average revolut and I'm sure they are now checking the winnings because no matter where I deposit I keep losing.

I got the first day and then just lose, luck? I don't think so.

What did the casino request from you?

Please share your communication with the casino regarding the issue to my email at tomas@casino.guru

Yesterday they replied that they investigated the incident and that the money never went to them.

My bank says the money was sent to them.

I don't know what's going on.

My bank says the money went to the casino, the casino says no.

I was told by the bank that if the money is not valid we will return it in 25 working days.

I closed my account because apart from the connection problems and a lost deposit, their games are almost certainly controlled.

I won the first day and then for a month every game I tried to play played the same.

They only ate money.

You can't play every day for a month and not win a single game.

Anyway, I don't recommend anyone to try this particular casino.

Dear nickcrawl,

In order to continue with the case, please send me the communication with the casino on the topic. I apologize for the inconvenience.

My email is tomas@casino.guru

I have blocked the casino, the money is lost.

Dear nickcrawl,

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.

We’ve reopened this complaint at the request of nickcrawl. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear nickcrawl,

In one of my previous replies, I asked you to provide records of your communication with the casino on the issue of the missing deposit. Have you contacted casino support and requested assistance about the issue of the missing deposit? Could you please share your interaction with casino support regarding the issue? Please send it to my email at tomas@casino.guru

I did not record my conversation with the casino and their chat does not keep previous conversations.

I have given them the deposit code that my bank gave me and they are asking me for a detailed bill from the bank.

I have sent them a photo of the deposits of that day and yet they continue to ask for a detailed bill for the whole of August, which I don't know how I will find.

The problem is not the 30 euros.

I lost 2500 in one month on their games they don't play at all.

The point is that the money went to them and they are making fun of me when I had already played so much money with them.

Dear nickcrawl,

casino will usually ask for a bank statement, showing your initial deposit was subtracted from your bank account and that it wasn't later returned.

I am sorry but to investigate claims of rigged games we require a full gaming history, Without evidence we don't proceed to confront the casino.

Please forward your gaming history to my email at tomas@casino.guru

Dear nickcrawl,

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.

Anyway, my money was lost, they ask me for some documents and the bank tells me they are in the application but I can't find them.

All this for 30 euros, while I played almost 3000 in a month and a half.

I know I won't get my money back.

They lost more than 30 euros because I blocked them.

I am sorry but without evidence of your claims, we can't proceed further.

The complaint will be therefore closed.

I am sorry we couldn't help you more on the occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.