The player from Germany filed a complaint against Martin Casino regarding a missing €1,000 deposit made on June 18, 2026, via SEPA instant transfer, which had not been credited to his account. Despite providing proof of the transaction from his bank, he faced five weeks of delays and unsatisfactory responses from customer support. We advised him to contact his payment provider, as such deposit investigations usually took around one month and the casino’s hands were often tied in these cases. The complaint was then marked as resolved after he confirmed the issue was settled.
Martin Casino - Player's deposit has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
Martin Casino
Safety Index 7.3 Above averageCase summary
Discussion
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3 weeks ago
Translation
Hello Casino Guru Team,
I am filing this complaint against Martin Casino due to a missing deposit of €1,000.
On June 18, 2026, I made a deposit of €1,000 via SEPA instant transfer. The amount was immediately debited from my bank account but was never credited to my casino account.
I'm a loyal customer of this casino and have never had any problems before. However, five weeks have now passed, and customer support keeps stalling me. The casino keeps blaming the payment provider but refuses to resolve the issue or credit the amount.
I have already requested an official transaction confirmation from my bank, which clearly proves that the money has successfully left my account and reached the casino's payment processor, Lartim Limited.
I am uploading the official bank statement in PDF format as proof of this complaint. Since five weeks is an unacceptable processing time for a SEPA instant transfer, I respectfully request your assistance in resolving this matter and that my €1,000 be credited to my account or refunded.
Thank you for your support.
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3 weeks 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.
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3 weeks ago
Hello,
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 takes one month approximately. In these cases, the casino usually has its hands tied.
I'm sorry that we couldn't be of much help at this time. 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,
Attila
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3 weeks ago
TranslationHello Attila,
Thank you for your feedback.
Since the payment was made via Instant Pay, the money was immediately debited from my bank account. I have now contacted my bank directly to request a detailed transaction confirmation with all reference numbers.
As soon as I receive it, I will upload it here. I'll keep you updated!
Best regards
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3 weeks ago
TranslationHello Attila,
I just received final confirmation from my bank (Revolut). Revolut has officially confirmed that the transfer of over €1,000 was successful and that the recipient bank has confirmed receipt of the payment.
Since the money has demonstrably been received in the casino's recipient account, I request that you contact the casino (Martin / Galaktika NV) so that the manual credit to my player account can be initiated immediately.
Thank you very much and best regards,
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Gold6767,
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,
Attila
