Casoo Casino - The player's deposit never arrived.

I made a deposit it said didnt go through do made another deposit for another 20 euros it said failed again. So I went to.my bank account and the money was gone. I contacted them.and they said the transaction failed I said well the money is gone from my account

Dear Lindsss,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Let me ask you a few more question before we would try to contact the casino. Was this you first deposit attempt in the casino? What payment method did you use? Isn't it possible to make a chargeback with your payment provider? Did you try to provide the transaction numbers to the casino? Also please, forward any additional proof or conversation with the casino to nikolas.b @casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Nick

Hi Nickolas I tried to send requested information to your email address it says not valid

Kind regards

Linda

I had deposited successfully already by my debit card. I can not get a charge back as my bank dont do charge backs for gaming sites. I sent them the confirmation email IDs for all my transactions

Dear Lindsss,

Does it mean that your initial deposits arrived or that you made new deposits and the previous one still did not arrive to the casino account?

Yes my first two deposits arrived

I'm glad that the issue has been solved this way. Is there anything else we can assist you with? If not, the complaint will be considered as resolved and I'll be closing it. Looking forward to your answer.

No it's not resolved you asked me if my first two deposits arrived I said yes. My other two deposits did not arrive and still missing from my account

Thank you for clarifying it. I'll be now forwarding the complaint to my collegue Viliam who will continue assisting you in this case. Wish you best luck and I hope we will be able to help you resolve your issue.

Hello Linda,

I looked at your complaint and will do my best to help you. I would like to invite Casoo Casino into this conversation. Casino, can you please specify what is the problem with the player’s deposits?

Hello, everyone. 

This case is directly connected with a payment system - called RealDeposits. They had global channel problems within the past week and generally are very unreliable; therefore, their services have been temporarily shut down on our website. 

The customer in question is not the only one whose money didn't add to Casoo balance. We have around five other cases like this.

We sent an extensive complaint to our platform, and they directed it to the payment system provider, but unfortunately, still, there isn't any solution provided to us. 

We will wait few more days and if nothing changes, add balance manually from our own budget. 

I am terribly sorry that this investigation is taking so long; we need to wait a bit longer. 

As I already mentioned - we have temporarily stopped our partnership with RealDeposits until they fix their technical issues.

Your patience is greatly appreciated.

Best Regards

Andrei

I dont believe a word this casino says I have been on numerous times since last Friday and not once did they mention this. There payment service has been on to.me and advised the casino has the money and they have asked them to give it back to me

Hello Linda,

We alerted the merchant twice already, but maybe they're not collaborating.

Do you prefer to have these two payments refunded?

Waiting for your reply,

FC Team

That's what I received from the payment provider so who's lying

Hello, everyone. 

Good news! Just now, we received a confirmation letter from our platform provider that both payments were successful.

Money was manually credited to the customer's balance. 

As we see, the customer has blocked her account - Linda, please send an email request to security@casoo.com for your account re-opening. 

We are terribly sorry about this delay; we will do our best so situations like these won't happen again.

Best regards,

Andrei

I dont want to open my account I dont want to play at this site anymore. The attitude from ye was all wrong. So I want the money transferred back to my card

Hello, everyone.

A refund was issued. As our payment system provider informed us - it could take up to 10 working days.

The best/quickest solution would have been to request a direct withdrawal, but Linda didn't want to go that way.

That's why this could take a bit longer because refunds are a more time-consuming process.

I hope this helps!

Best regards,

Andrei

Dear Linda,

I'll extend timer to 13 days which should be enough. Please, let me know when you'll receive your winnings.

I recieved my money back with no help from the casino the payment provider contacted me directly and issued the refund

Hello!

Thank you for your response, but it was me who requested a refund.

Have a great day

Andrei

Well they were easier to deal with and more friendly than you or any of your staff.

Dear Linda,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru