Glory Casino - Player’s deposit is delayed.

On June 1st, I tried to make a deposit at Glory Casino. By mistake, I requested 100,000 but only deposited 10,000. When I realized my error, the transfer had already been completed, but the 10,000 was never credited to my account! Minutes later, I requested another deposit of 100,000 and sent the full amount. This also failed to appear; it shows as rejected. However, the transfer was indeed completed. I have already sent proof of payment and my virtual wallet statements to demonstrate that the transfer was made and that my money was not refunded!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Glory Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made previous successful deposits in the casino?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I already contacted that casino, and they told me the payment was rejected because the money didn't arrive. I sent them the proof of payment (which they claim is fake), and I also sent the Mercado Pago transaction records in PDF format so they can see it wasn't fake. The money was indeed sent. And there was no refund!

Then they tell me to get back in touch in 24 hours. And they've had me on hold since June 1st!

Thanks for your reply.

• Could you please provide the bank statement or other documents the casino believes are fake?
• Could you please provide the communication in which the casino accuses you of submitting fake documents?
• Send the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Dear Marcedm13,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Marcedm13,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Glory Casino representative to join this conversation.

Dear Glory Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

Hi, I wanted to let you know that Glory Casino told me my transfer never arrived, so they'll never credit my balance! I told them I made the transfer to the people who appear as deposit options when I try to add funds! It's a shame they hired people who kept my money, which is why I never received anything! They should be held responsible because they have scammers working for them who take advantage of their customers!

But unfortunately they don't want to give me a solution.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Marcedm13,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Authority the casino is regulated by, and submit a complaint to them. The Gaming Authority has more options and tools to help players.

You can find more information on how to properly submit a complaint to the regulator here.

Best regards,

Mirka