The player from Germany faced issues with a €100 deposit made on December 2nd, 2025, which remained in 'Pending' status despite confirmation of a successful transaction. Although the VIP manager indicated that the issue should have been resolved, there was no credit to his player account, and he received unhelpful responses to his inquiries. The issue was resolved after the player contacted the payment provider for an investigation, leading to the necessary credit being applied to his account. The complaint was marked as resolved by the player, and the Complaints Team acknowledged the resolution.
Betandplay Casino - Player’s deposit is delayed.
Resolved
Our verdict
Case closed
Amount: €100
Betandplay Casino
Safety Index:Very highCase summary
Discussion
Public
Public
2 months ago
Translation
Hello,
I need assistance with a non-credited deposit via real-time bank transfer.
Facts:
A deposit of €100 made on December 2nd, 2025, is still showing as "Pending" even though the real-time transfer was successful.
(See evidence)
No chargeback has taken place either.
According to the VIP manager, the matter should have been resolved yesterday, or at the latest today.
Unfortunately, no credit has been applied to my player account.
Proof of payment and bank statements for verification of a possible chargeback were provided.
The VIP manager reacts sensitively to inquiries and deadlines, and recommends that I should simply play in other casinos if I cannot handle such problems.
Requesting your support.
Automatic translation:
Public
Public
2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 months ago
Dear Flotto1978,
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,
Katarina
Public
Public
2 months ago
TranslationHello Katarina,
I have already contacted my bank.
The real-time transfer was successful.
I have the evidence and can gladly send it to you.
Greetings
Automatic translation:
Public
Public
2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Flotto1978,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Katarina
