The player from Italy had deposited €20 into the casino, but the transaction had remained pending despite the bank deducting the amount. After contacting the operator, he had received the same response, expressing frustration over the lack of resolution. The Complaints Team had advised the player to contact his payment provider to investigate the issue, explaining that the process could take about a month and that the casino had limited influence in such cases. The complaint was kept open for monitoring, and the player later marked the issue as resolved. The case was then closed by the Complaints Team.
Monoplay Casino - Player's deposit is delayed.
Resolved
Our verdict
Case closed
Amount: €20
Monoplay Casino
Safety Index 6.4 Below averageCase summary
Discussion
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4 months ago
Translation
Hi, this afternoon at 2:00 PM I deposited the first €20 into this casino. My bank deducted my €20, but the balance is still pending. I contacted the operator via chat, and they initially told me to wait an hour, and then to contact them again after an hour. I contacted them again an hour later, and the operator gave me the exact same answer!!! 🤬🤬🤬 It's a scandal!!! 🤬🤬🤬
Automatic translation:
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4 months 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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4 months ago
Dear Ragmn82,
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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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Ragmn82,
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
