Crickex Casino - Player's deposit issue is unresolved.

I made a deposit on 25-10-24 and provided the casino all the proofs of deposits i.e UPI PAYMENT SLIP SCREENSHOTS , BANK STATEMENT , SCREEN RECORDING ( asked by them ) but their customer support is continuously giving copy / paste reply that they have not received the money . Worst part is that their customer care agents are so horribly ill-mannered and rude , they don't even read or listen to what exactly customer is saying , they just copy / paste same reply and close the chat without reading anything . One of their agent talked like a criminal clearly saying " Go and complaint to police , we will not give your money " They are continuously ignoring my chats since last 40 Hours and lying / fooling me . I am a old and loyal customer who makes regular deposits , if this is how they behave with old customers only God knows how badly they treat new customers .

Dear spotnewventures,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

I already talked to bank people and they said money has already been transferred to the specified account and bank statement showing that successfull transaction . If the transaction was failed money would have been credited back in my bank account which it didn't , meaning by that the money successfully went to the account details provided by casino . Casino is not even searching the transaction id provided by me . If they didn't get the money ( which they are lying ) they should also provide statement of their account showing no such transaction . If customer is showing them proofs of statement why don't they show the statement . If casinoguru wants I am willing to give you screenshot of successfull UPI transfer page and also my bank statement of my deposit

Bank says money has already transferred money from their side and proof of it is present in the form of transaction id in my bank statement . now it's responsibility of receiving account to provide statement proof that they didn't receive transaction with that particular transaction id . But casino support don't even read a single word I say , infact as soon as chat opens THEY JUST SEND SAME COPY / PASTE REPLY AND CLOSE CHAT IN 2 SECONDS without even reading a word

Please contact the casino and raise the issue . They are providing ABSOLUTE ZERO % Cooperation , they are simply not listening to me at all and behaving like criminals ,saying as far as tha " go to police or do what you want to do , we won't credit your money "

Dear Spotnewventures,

If payment confirmation from your bank has already been provided to the casino, please note that it may take up to a month for them to locate the missing transaction and credit it to your account. We recommend maintaining communication with the casino’s email support team; however, since the deposit was made only a few days ago, we advise allowing additional time for resolution, as these processes can take longer.

Please keep us updated with any developments and feel free to forward any communication with the casino to nikolas.b@casino.guru.

Best regards,

Nick

Hello , the problem is neither they reply to emails nor they read a single word on live chat . As soon as I open support chat they send same copy / paste reply and IMMEDIETLY CLOSE CHAT even before I write anything . That's why I am requesting you to atleast raise the issue with them because if casinoguru is raising a issue there is a chance they will atleast listen , I have tried as much as I can buy as I said ,they close the chat as soon as I try to contact them

Please help

Casino"s attitude on live chat clearly showing they are not at all interested in locating the transaction

Dear spotnewventures,

If they are not responding it does not exactly means that they are not looking into it. I would definitely recommend to wait a little bit longer to give the casino the chance to locate the lost funds.

Meanwhile, please forward the e-mail communication between you and the casino and the payment confirmation from your bank to nikolas.b@casino.guru.

Looking forward to hearing from you.

Regards,

Nick

Hi Nick

I have send all the documents / proofs asked by you on your email

Regards

Thank you, spotnewventures, for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru), who will be assisting you from here on.

Wishing you the best of luck in resolving this matter.

Best regards,

Nick

Hello Michal.... Any update on my complaint ?????

Hello spotnewventures,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Crickex Casino to join the conversation.

Dear Crickex Casino,

Could you kindly clarify whether the player's deposit was rejected or if it simply did not arrive on your end? Additionally, have you received any notifications from your payment provider concerning this transaction by any chance?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Please give black points to casino , i knew they wont reply because they are a group of frauds and cheaters

Dear spotnewventures,

Just to give you an update: although it might seem the casino is not responding, I'm in touch with the casino team outside of this thread, and they are very well aware of the situation. However, the payment you made has still not reached their account. I understand that you have submitted all available evidence of the payment from your end, but it seems the transaction may have encountered an issue between the banks or financial institutions involved. Unfortunately, I do not have any new information to share at this time, as you have already been informed of the details previously. I am still waiting for any updates from the casino team, but at the moment they are unable to take further action until the funds are received on their side. 

I guess the best course of action would be for you to reach out to your bank and recall the transaction because, as I mentioned, it seems the payment got stuck somewhere between the banks or financial institutions. We have received quite a few similar complaints from Indian players, so from our experience, it is not so unusual that a payment can sometimes encounter issues. Although I genuinely want to help you, we are not a financial authority, and we have absolutely no influence on any transaction between 2 establishments. This situation has to be addressed by your bank. If your bank will not handle the situation to your satisfaction, I guess you can submit a complaint to the National Payments Corporation of India (NPCI) here Register a Complaint

I'm afraid that apart from this, there is not much else that can be done. I do understand your dissatisfaction with the whole situation, but the casino team cannot process any credits or refunds for funds that have not been received on their side. I hope you understand.

Casino asked me to provide bank / upi statement as proof of successful transaction about 20 times and i provided them every time they demanded . But when i asked them to show their statement ( of particular date of my deposit ) they rudely refused . If they dont want to show me proof that they didnt receive money , they can atleast provide casinoguru their statement showing they didnt get money from reference no / bank proof provided by me as casinoguru is a neutral entity

Regards

Hi michal

I have forwarded bank"s email response to my complaint in which bank has confirmed successful transaction . I have forwarded on ur email id from my other mail id rahulrathee72@gmail.com

Dear spotnewventures,

I have received your email. I acknowledge that you have provided all available evidence you could of the payment from your side; sadly, there has still been no confirmation from the casino’s payment provider indicating that the deposit was successfully received on their end.

The casino team is actively monitoring the situation; however, at this point, there is nothing further that can be done from either their side or ours. The best course of action that comes to my mind is for you to contact your bank and initiate a recall of the transaction. As explained earlier, it appears that the payment is stuck between financial institutions, and only your bank has the authority to intervene and resolve this.

While I sincerely wish I could assist further, it is crucial to understand that we are not a financial authority and have absolutely no jurisdiction over transactions between banks or other institutions. This matter must be addressed directly with your bank. If you find that your bank is unable to address your concerns satisfactorily, I recommend submitting a formal complaint to the National Payments Corporation of India (NPCI) through their Register a Complaint portal.

Unfortunately, there is nothing more we can do, as this issue falls entirely outside our scope of authority. I hope you can understand the limitations of our role in this matter.

With all this being said, regrettably, we are not able to further pursue your case. Please let me know if I can assist you with anything else.

Sadly , you are giving the same answer ( on behalf of casino to be very straight forward ) which casino gave in the form of copy / paste i.e " CONTACT YOUR BANK " . its strange that casino can waste 1 month in giving cpy/paste answers but not ready to show their bank statement of just of 1 day when i deposited to simply prove they didnt have banks transaction reference no !!!! Anyways , its easy for casino to fool customers and still get a VERY HIGH SAFETY INDEX rating on casinoguru....no transparency , no credibility , no respect for customers reviews

Dear spotnewventures,  

I understand your concerns regarding the outcome of your complaint, and I understand that it may not align with your expectations. However, I would like to reiterate that my previous response clarified that this issue is beyond our jurisdiction. It is important to note that we do not operate as a financial authority and therefore lack the ability to intervene in transactions between banks or other institutions. I strongly recommend that you address this matter directly with your bank. As previously stated, the deposit has not yet been successfully received on the casino end, and unfortunately, there is little we can do in this situation It is somewhat surprising that you have not yet reached out to your bank to initiate a reversal of the transaction, particularly given the duration of this issue. It appears that the payment may have encountered a delay between the banks or financial institutions involved. We have received several similar reports from Indian players, indicating that it is not uncommon for payments to face challenges. While we have made efforts to assist in these situations, players ultimately needed to contact their banks, and in some instances, the funds were successfully returned to their accounts.

Unfortunately, due to the reasons mentioned, we are unable to take your case any further. I have provided a potential course of action, but the choice of how to move forward rests entirely with you.

We regret that we could not assist you further in this matter. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us and we will try our best to help.

Best regards,  

Michal  

Casino Guru