Chivalry Casino - The player's deposit never arrived.

I have deposited 30 pounds few days ago, the casino account never accredited that money to my account so I could not play with the 30 pounds paid. But the money came out of my bank account. I have sent them a prove of bank statements and they are saying that they want another prove , which is ridiculous and suspicious to say this. I did request of a refund as I never want to play on their website again. But no answer yet . I haven't seen the 30 pounds back to me.

Hello Liliana,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Chivalry Casino. Please allow me to ask you a few more question before we would move forward.

What payment method did you exactly use? When was the last time you contacted the casino and did they reply since then? Was this your first ever deposit into the casino? Did you provide them the payment confirmation?

Looking forward to your answer.

Regards,

Nick

Hi,

I used a master card from Metro Bank.

I have contacted them today and their replay were that the financial team need more time to investigate and they will come back to me, they also said that they need more proves. Which is ridiculous, the bank is the best prove and the only one I have.

Yes was my first ever deposit with this casino. Just registered the day I paid for deposit.

Yes I did send the bank statement to them . The full statement of bank which it shows that I paid 30 pounds to Afr Sixpeakslg Lagos Nigeria. And they can see that clearly.

Hello Liliana,

Could you please advise when exactly did you deposit?

Issues like this can occur and the casino usually investigates from 1 to 2 weeks. It is sometimes not enough to just send them your statement and they need to do some internal checks too. Be sure to wait at least until the end of this week for the deposit to be credited or refunded. In case it wouldn't be, we will definitely intervene.

Regards,

Nci

24th of May but it was pending for 2 days so it showed on my bank on the 26th money came out

Hello Liliana,

As the issue occurred less than a week ago, I would definitely wait at least until the end of this week. Be sure to provide them all the evidence of the payment as I mentioned above.

Will set back the timer on you so please let us know in case of any update. If the payment won't arrive until then, we will definitely intervene.

Regards,

Nick

I did not received the refund yet.

Thank you Liliana for the update. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

OK. Thank you. I did not received the refund at this point today and I asked for it many times.

Hello Liliana,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Chivalry Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Chivalry Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Liliana,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.

Best regards,

Peter