The player from Australia had deposited 50 but claimed the casino had not received the funds, despite his bank confirming the transaction. He felt he was being given vague responses and was frustrated with the lack of resolution. The Complaints Team advised the player to contact his payment provider for investigation, as the casino could not act without proof of fund receipt. The player was requested to provide a bank statement showing the deposit, but after no response was received, the complaint was closed due to lack of cooperation. The player was informed that he could reopen the complaint if he chose to resume communication.
MateMate11 Casino - Player's deposit has not been credited.
Closed
Our verdict
Player stopped responding
Amount: A$50
MateMate11 Casino
Safety Index 3.1 Very lowCase summary
Discussion
Public
Public
3 weeks ago
over 2 weeks ago I deposited 50 but they claim funds hasn't been received and won't credit my deposit all they are doing is running me around in circles with the same robotic answers like contact your bank yet on my end my bank says they received funds instantly thru pay id
Public
Public
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.
Public
Public
3 weeks ago
Dear spooky2306,
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
Public
Public
3 weeks ago
the banks don't a track and trace and states the receivers bank received the money
Public
Public
2 weeks ago
Hi spooky2306, I'm sorry to learn that there hasn't been any progress since my last message. Could you kindly share your bank statement, highlighting the deposit? The statement should cover the period from the day of the deposit until now, providing evidence that the funds left your account without being refunded. Thank you.
Public
Public
1 week ago
Dear spooky2306,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
3 days ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
