The player from Belgium faced an issue with a €1,000.00 deposit that had been debited from his bank account but not credited to his casino balance, nor had the deposit bonus been activated. He received generic responses from customer support, stating the payment was in "pending status," despite it being an instant transfer. He requested either the deposit and bonus be credited or a full refund. We advised him to contact his payment provider for an investigation, as the casino’s ability to intervene was limited while the deposit remained uncredited. The complaint was then marked as resolved after he confirmed the issue had been settled.
EmberBet Casino - Player's deposit is delayed and not credited.
Resolved
Our verdict
Case closed
Amount: €1,000
EmberBet Casino
Safety Index 3.5 LowCase summary
Discussion
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1 month ago
My official bank statement confirms that the funds were fully debited from my account immediately on 08-09-2026. However, the deposit has not been credited to my player balance, nor has my selected deposit bonus been activated.
When I contacted customer support via live chat and email, I received generic, automated responses claiming that the payment is in "pending status" and to wait 3–5 business days, despite this being an instant transfer that has already cleared my bank.
I am requesting that EmberBet either credit the full €1,000.00 to my account immediately (along with my chosen bonus) or issue a complete refund back to my bank account.
I have attached my official bank receipt from Argenta Spaarbank and screenshots of my conversations with support as evidence
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1 month ago
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1 month ago
Dear Wali19,
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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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 Wali19,
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
