Casombie Casino - Player’s deposits not credited to casino account.

I made 2 seperate deposits the first one $28.00AUD

the second $20.00AUD

both of these transactions went through and the total amount has been taken from my bank account

But on both occasions the deposit did not show in my casino wallet

I have contacted the casino support team on 6 seperate occassions and Ive either been cut off or disconnected from the live chat

Only on the last attempt I spoke with someone who requested screenshots of the 2 transactions from my bank account

Which I did and all I got was sorry for the Inconvenience and the screenshots have been sent to another department and that they need to investigate it and get back to me via email

Basically I got brushed off and dodged

The support rep palmed me off to no one

No support

No help

No real urgency to rectify the problem

Took the money and ran basically

Dear 80joncartledge,

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear 80joncartledge,

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.