The player from Spain had deposited 200 euros via rapid bank transfer four days prior, but the funds had not appeared in his casino account. Despite having provided proof of the transfer and contacting live chat for updates, he received the same responses without a solution, which led to his frustration. The issue was resolved after the player was advised to contact his payment provider for an investigation. The complaint was marked as resolved by the player after receiving this guidance.
CasinoAndYou - Player’s deposit has been delayed.
Resolved
Our verdict
Case closed
Amount: €200
CasinoAndYou
Safety Index:HighCase summary
Discussion
Public
Public
8 months ago
Translation
Hello.
I deposited 200 euros (rapid bank transfer) 4 days ago. They've been deducted from my bank, but they don't appear in the casino account. (I want to inform you that this is an immediate deposit.)
When contacting live chat, they always say the same things: "please be patient," "we’re still waiting for a response from the payment provider," "please contact us again in 2-3 hours," etc.
This is starting to get really frustrating. I feel like they're making excuses and not addressing the solution.
I have submitted proof of the transfer detailing the amount, recipient, transaction code, etc.
My bank says that with the information I provided, the casino should be able to locate the transfer very easily.
Automatic translation:
Public
Public
8 months ago
Dear juliobit8,
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
Public
Public
7 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 juliobit8,
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,
Veronika
