The player from Austria had made a €200 deposit at the beginning of the week, but it had not been credited to her account, despite the money being debited. She had contacted support but had only received a vague response asking her to wait. We had advised her to contact her payment provider for an investigation. After a lack of response from the player, the complaint was closed for the time being, with the option to reopen if she resumed communication.
Bruce Bet Casino - Player's deposit has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €200
Bruce Bet Casino
Safety Index 4.0 LowCase summary
Discussion
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5 months ago
Translation
Good day,
I made a deposit of €200 at the beginning of the week, which still hasn't been credited to my account. The status remains unknown, even though the money was debited from my account and hasn't been refunded.
I've already contacted support, but they just told me to wait. How much longer do I have to wait?
Thank you in advance for your help.
Automatic translation:
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5 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.
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5 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’s credited to your casino account.
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
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4 months ago
Dear hrimen619,
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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4 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,
Tomas
Casino.Guru
