The player from Germany encountered issues with several €20 deposits that had been pending processing for days or weeks. He requested a refund or threatened legal action. The Complaints Team communicated the need for the player to contact his payment provider for an investigation, as the casino's ability to intervene was limited. After a lack of response from the player to follow-up inquiries, the complaint was closed, but the player retained the option to reopen it in the future.
Billionairespin Casino - Player's deposits are delayed.
Closed
Our verdict
Player stopped responding
Amount: €200
Billionairespin Casino
Safety Index 7.6 Above averageCase summary
Discussion
Public
Public
9 months ago
Translation
I've made several €20 deposits, all of which have been pending processing for days, even weeks. I'm demanding my money back or threatening legal action.
Automatic translation:
Public
Public
9 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Dear Aluhut_Allesgut,
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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8 months ago
Dear Aluhut_Allesgut,
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.
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7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
