One Casino ES - Player's deposits are delayed.

Hello, I would like to report the following situation: I am a OneCasino customer. After making several erroneous deposits, for which I have never received the balance from the app, I finally have a deficit in my balance of 900 euros due to errors in uncollected charges. It turns out that right now I am talking to them and the bank and neither of them can give me an account of my 900 euros, which are in limbo. Does anyone know anything about this? I realized all this on September 2nd and I spoke to them and they told me that the transaction gateway keeps the money there until they release it, but neither the bank nor OneCasino nor the gateway release my 960 euros from erroneous deposits.

Dear Peluquecr7,

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

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider to start a more thorough investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Kristina

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Dear Peluquecr7,

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.

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,
Kristina
Casino.Guru