The player from Spain had made a €50 deposit on May 3, 2026, which was deducted from her bank account but did not reflect in her casino balance. After she provided proof of the transfer, she continued to wait for a resolution, having reached out multiple times without receiving any update. The Complaints Team had advised her to contact her payment provider to investigate the issue, as the casino was unable to credit the deposit or return the funds directly. The complaint remained open for a month to allow time for resolution. The player later marked the complaint as resolved, and the case was closed.
ChillBet Casino - Player’s deposit is delayed.
Resolved
Our verdict
Case closed
Amount: €50
ChillBet Casino
Safety Index 8.3 HighCase summary
Discussion
Public
Public
2 months ago
Translation
Hello, on May 3, 2026, I made a deposit of €50 via direct transfer from the casino to my bank. The amount was deducted from my account immediately, but it didn't appear in my balance. I waited a few hours and contacted them via chat. They asked for proof of the transfer, but since it was recent, it wasn't showing up in the app. I waited until the next day and was able to retrieve the transfer receipt. I contacted them again via chat and sent it to them. They told me they would get in touch. Yesterday, I contacted them again to ask, as I believe they should know something by now, and they again told me they would contact me.
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 Aniass,
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 complicated process that might take approximately one month. 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 or returned to your bank 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
Public
Public
2 months ago
TranslationMy payment provider is my bank, and they credited the deposit from the very beginning, deducting it from my account. The problem lies with the casino, as they haven't credited the deposit. I sent the casino proof of deposit, and I believe the error is theirs, based on what I've read from other users who have had problems with deposits being credited at this casino. I'll have no choice but to wait and not use this casino again. Thanks for everything.
Automatic translation:
Public
Public
1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Aniass,
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
