Cactus Casino - Player's deposit is delayed and unjustified.

Subject:deposit accepted but not credited -unjustified delay

Dear Casino.Guru Team.

On 13 January i received a promotion from Cactus Casino for a 4th deposit with 130 free spins and a 105% cash bonus.At 22:50 on 13 january ,i made a deposit of 40 Azn.

The money was successfully sent from my bank,but it was never credited to my casino balance.I contacted live chat several times and was repeatedly told that my deposit was ,,being processed".

On 14 January,about 20 hours after i made the payment,i contacted support again and was told in writing:,,Your deposit will be appear in your account within 20 minutes."This confirms that the casino had already received the funds.However,the balance was still never credited.

Now the casino is demanding that I provide a screen-recording video of bank account showing my transaction and personal financial information.This request is unsafe,violates financial privacy,and is not required by Curacao or any payment provider.A payment receipt and transaction reference are sufficient proof,which I have.

Cactus Casino is currently holding my funds without justification and refusing to credit or refund them.My last messages are being ignored and they only repeat the same demand for a video.I formally request that my 40 azn deposit be credited to my account or refunded immediately.

Please provide a proper and secure way to submit my payment documents and live chat conversation records,as requesting a bank screen-recording video is unsafe and unacceptable,i kindly ask you to review this case.Thanks.

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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.

That being said, if the casino decides to investigate the missing amount, they may request bank statements or similar documents in order to launch an investigation.

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.

If there is any evidence you want to provide regarding the incident, share it here or send it privately to my email at tomas@casino.guru for review.

Best regards,

Tomas

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Elcin1964,

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,

Tomas