The player from Portugal had made multiple deposits totaling 95€, but the funds had not been credited to his casino account. Despite reaching out to customer support, he only received automated responses asking for patience. The issue was resolved after the player contacted his payment provider for an investigation into the uncredited deposits, which was acknowledged by the Complaints Team. The complaint was marked as 'resolved' following the player's confirmation of resolution.
Casinostars - Player's deposits are delayed.
Amount: €95
Casinostars
Safety Index:HighSafety Index
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8.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
Public
Public
2 weeks ago
Translation
I made deposits of 40 (via mbway), 25, and 30 (via Mastercard). The money was taken from my account but was not credited. Customer support responds automatically and only asks me to be patient. I want my money. This seems like a total scam to me.
Automatic translation:
Public
Public
2 weeks ago
Dear Ccfhe,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. 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,
Veronika
Public
Public
1 week ago
Dear Ccfhe,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
