The player from Germany deposited €20 with his credit card, but the funds were not credited to his casino account. After contacting support multiple times, he learns that his bank confirms the transaction was successful, yet the casino states the money will be automatically returned. He seeks resolution for this issue.
TuffPuff Casino - Player's deposit is delayed.
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Current status
Waiting for player to reply
3d 2h 3m 3s
TuffPuff Casino
Safety Index 8.5 HighCase summary
Discussion
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5 days ago
Translation
Good morning, I deposited €20 with my credit card on Friday, September 18, 2026. The money was debited, but not credited to the casino account. I contacted support, and they told me it could take up to 70 minutes for the funds to be credited. On Saturday, I saw in my transaction history that my deposit was declined, so I contacted support again. They told me the money would be automatically credited back to my account, but my bank informed me that my deposit was successful. I submitted my transaction statement via email and to support, and they continue to say that the money will automatically be returned to my account. Here is my bank's response.
Hi,
I hope you find this message well.
I'm happy to let you know that your payment has been successfully completed. Thank you so much for your patience while we got everything sorted out.
If you have any more questions or need further assistance, please don't hesitate to reach out. We're here to help.
Thanks again for your understanding and cooperation.
Best regards,
Albert
myTU Customer Support Team
Automatic translation:
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4 days 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.
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4 days ago
Dear Heiko004,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has not been credited to your casino account, I recommend contacting your payment provider so they can investigate. Please note that this can be a complex process and may take approximately one month. In these cases, the casino is usually unable to act while the payment provider investigates.
I apologize that we cannot be of more assistance at this time. I will leave this complaint open for one month and would appreciate it if you could keep us updated on any progress. Thank you for your understanding.
Karla M.
