Realz Casino - Player's refund request is delayed.

They promised me a refund of €300 and it never arrived.

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.

Dear Tommi272727,

Thank you very much for submitting your complaint.

I’m sorry to hear that the promised refund has not been received, especially after the casino confirmed it would be processed.

Thank you also for the screenshot you provided. From what I can see, the casino requested your bank details in order to process a refund of €300, which suggests that the payment should have been initiated after you provided the requested information.

To help us better understand what might have gone wrong, I would kindly ask you to clarify a few points:

• Did you provide all the requested bank details (full name, IBAN, BIC, etc.) to the casino? If yes, when exactly did you send them?
• Did the casino confirm receipt of your details or inform you that the refund was processed?
• Have you received similar refunds from this casino in the past, or would this be the first one?

If possible, please also provide a full screenshot of your communication thread with the casino, especially your reply containing the bank details (you can blur sensitive information if needed).

If it is more convenient for you, you can also forward all relevant communication and documents directly to petronela.k@casino.guru, and we will review everything carefully.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

Thanks for your reply, I'll answer your questions:

-I have already provided my bank details

-Receipt has been confirmed

-Never received a refund

Thank you

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tommi272727,

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,

Petronela