The player from Turkey faced issues with a 2000 deposit made via the Aninda Hawale method, as the casino could not verify the transaction due to a lost connection with the payment broker. Despite sending seven emails and reaching out through live chat, he received no replies and encountered conflicting information about a system crash. The Complaints Team was unable to investigate further due to the player's lack of response to their inquiries, leading to the rejection of the complaint.
AnadoluSlot Casino - Player’s deposit has not been credited.
Closed
Our verdict
Player stopped responding
Amount: TL 2,000
AnadoluSlot Casino
Safety Index:Above averageCase summary
Discussion
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9 months ago
Translation
I deposited 2000 using the Aninda Hawale method. This system works so that you register via a financing brokerage website and supposedly tell the casino which bank you want to transfer how much money from. When this is available you are given an IBAN to which you should transfer the amount and then press a button to confirm that the transfer has been made. The intermediary company then gets access to my account and can check whether the money has actually gone there and then it is credited to my account. The first steps went as usual but according to the links the connection between the casino and the payment broker was lost so that after I made my deposit the payment could not be verified by an operator. There are also links from the main casino website to this provider which would prove these steps and which therefore also show the error in the URL. I can happily add these in later. I have already written seven emails to the casino and have not received a single reply. The live chat tells me that it will be looked into and they cannot give me any contact details or a single way because of what they do. It was mentioned several times in the live chat that there was a system crash on that day and on other days it is contradicted. I have documented all of these chat histories with the chat and can also prove them again.
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9 months ago
Dear tazeoglum27,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.
I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.
Thank you for your understanding.
Best regards,
Veronika
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9 months ago
TranslationSubject: Addendum to the complaint – lack of feedback and objections
Hello dear Casino Guru team,
Thank you for your feedback.
Unfortunately, I have to report that despite repeated attempts via live chat and email, I have not yet received any meaningful response from the casino. While the chat employees are friendly, no one can provide me with a contact person or explain specific steps. Important information such as error codes, time stamps, or transaction data is not recorded or forwarded.
What is particularly irritating is that I have been given contradictory statements in the course of the process:
– At first it was said that I had sent the money to a stranger,
– then there was talk of a system error,
– subsequently it was claimed that I had paid outside the system – even though the payment method was linked directly from the casino website.
A similar issue recently occurred with another provider using the same payment system. However, the error was resolved within 10 minutes after I was asked specific questions and my information was carefully reviewed.
In my case, however, it feels like no one really cares. This severely undermines the trust I previously had in the casino.
I would appreciate it if my complaint continues to be actively pursued. I will be happy to keep you updated on any developments.
Best regards
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9 months ago
TranslationMOST IMPORTANT: I CANNOT and SHOULDN'T contact the payment provider!!
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8 months ago
Could you please specify why you are unable to contact your payment provider? If the casino has not received your deposit, the payment provider is the first institution you should contact to help track your funds.
