Impressario Casino - Player's deposit is missing and non-refundable.

My deposit wasn't credited or returned to my account. The casino says it was lost because it wasn't the exact amount I requested, and then the invoice says it's non-refundable because the fee is higher, so it's not refundable. Can you please help me, or what do you think? Is that fair?

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.

Dear vista760,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your deposit.

To better understand the circumstances of your case, could you please clarify the following:

• Did you use a cryptocurrency wallet to make this deposit to the casino?
• Have you made any previous successful deposits to this casino using the same payment method or wallet?
• Have you been actively playing at this casino for some time, or was this one of your first deposits there?
• Could you also please provide proof of the missing deposit, showing the amount, date, and transaction details?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.