SPN99 Casino - Player's deposits are delayed.

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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

Thank you for your message.

I would like to clarify your last reply as I am not quite sure I understand it completely. Could you please elaborate on what you meant? Specifically, has the casino indicated that your deposit was made using a payment method that is not under your legal name?

Looking forward to your reply,

Attila

Y es, they told me the 160 deposit wasn’t made from an account with my name that I needed to create an account with the correct name from which the payment was made.. I couldn’t believe it either as I know it was my account and my name. But I followed the instructions made the account in the name provided rubbed out my name on the same original receipt used for deposit and they paid the false account 160 it’s been 2 weeks n no show of the second deposit even though it was made seconds later. They’ll probably come back with duplicate account issues next!! Rip offs

??

Thank you for your response. In order for us to proceed with this complaint, I kindly request that you send the following documentation to my email address:

1. A receipt or proof of your deposit that displays the legal name of the sender
2. A photo of your ID that shows your legal name
3. A screenshot of your player profile reflecting the personal information you entered during the registration process

Please forward the documentation to my email at attila.g@casino.guru.

Thank you for your cooperation.

Dear Player,

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.

Thank you for providing the requested evidence and photos.

I would like to ask a few additional questions to better understand the situation:

• Were you given any explanation by the casino as to why they believed the deposit was made from a different name?
• Have you ever made a deposit to this casino using a payment method registered under someone else’s name?
• Do I understand correctly that, following the casino’s instructions, you created a second account using the name they provided to you?

Thank you for your patience and cooperation.

Best regards,

Attila

No they kept saying the payment was recieved under a different name

only after creating a account with the name they provided and they paid the first 160 to an account created solely to get my money

no show still for the second payment and I have screen shotted the lot to cover myself.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

So I just wait?

Hello Kristytaunton79,

unfortunately, after reviewing the situation further, I do not believe there is much more we can realistically do from our side in this case.

As you can see from the casino’s very low Safety Index rating on Casino Guru, this is unfortunately not a trustworthy casino choice. During my review, I also noticed several major red flags, including what appear to be fake or misleading license claims. On top of that, I was not even able to find any proper official support email through which I could contact the casino directly in a standard way.

I also tried communicating with them through live chat, however they avoided my questions and I was ultimately unable to obtain any meaningful clarification or cooperation from their side.

At this stage, there is unfortunately no realistic way for us to continue mediating the case effectively, and for that reason the complaint will now be closed as unresolved, which will negatively affect the casino’s rating further.

I’m sorry I could not bring you better news in this situation. For the future, I would strongly recommend checking the casino’s Safety Index and reviews on Casino Guru before registering or depositing, as it can help avoid exactly these kinds of problematic casinos.

I genuinely hope your future experience with online casinos will be much safer and smoother.

Best regards,

Samuel

Casino Guru