The player from Germany had deposited €200 two weeks prior, but the amount had not been credited to his casino account while being debited from his bank account. After contacting the provider eight times and receiving no resolution, he sought guidance on how to proceed. The Complaints Team advised that the payment provider had to be contacted to investigate the issue, as the casino had limited ability to intervene. Despite keeping the complaint open for a month and extending the response time, the player failed to respond. Consequently, the complaint was closed due to lack of communication, with the option to reopen it if the player resumed contact.
Slotoro Casino - Player’s deposit is delayed.
Closed
Our verdict
Player stopped responding
Amount: €200
Slotoro Casino
Safety Index:Very highCase summary
Discussion
Public
Public
2 months ago
Translation
I deposited €200 exactly two weeks ago, but it hasn't been credited to my account; instead, it's been debited from my bank account. I've contacted the provider eight times already, and each time I'm told to wait and that some "specialists" will get in touch. So far, no one has contacted me. What can I do?
Automatic translation:
Public
Public
2 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.
Public
Public
2 months ago
Dear Valera91,
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
Petra
Public
Public
1 month ago
Dear Valera91,
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
1 month 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,
Petra
Casino.Guru
