The player from the United Kingdom had deposited £30 twice via KRYPTONIM but had not received the funds after providing proof to the casino. Despite assurances that the money would be returned within 5 working days, it had been nearly 2 months. The Complaints Team had advised the player to contact her payment provider for investigation, explaining that the process could take about a month and that the casino's hands were usually tied in such cases. The complaint was kept open for updates, and eventually, the player marked the issue as resolved. The case was closed by the Complaints Team following the player's confirmation.
Nalu Casino - Player's deposit is delayed.
Resolved
Our verdict
Case closed
Amount: £60
Nalu Casino
Safety Index 3.3 Very lowCase summary
Discussion
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3 months ago
Deposited £30 twice through KRYPTONIM, I have the receipt and I have emailed them with proof and they replied if that they didn't get it and it will be put back into my account in 5 working days, its been nearly 2 months!
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3 months ago
Important notice:
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3 months 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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2 months ago
Dear Faye21,
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.
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2 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 Faye21,
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
