The player from Portugal had deposited €200 to his CryptoLeo account, but the funds had not been credited despite appearing successfully completed in his Skrill account. Both Skrill and the casino had blamed each other, causing a delay in resolving the issue. After three days and persistent communication, the deposit was finally credited to the casino account. The complaint was then marked as resolved.
CryptoLeo Casino - Player's deposit has not been credited.
Amount: €200
CryptoLeo Casino
Safety Index:HighSafety Index
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8.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
I deposited €200 early Friday at 1 AM, and the transaction was completed successfully, with the money debited from my Skrill account. However, when I checked, I saw that the funds had not been credited to my Cryptoleo account.
I contacted casino support and provided proof of payment, which shows that the €200 payment was successfully completed by Skrill.
The casino claims that they can't do anything because they say my e-wallet rejected the payment. How is that possible? How can they say Skrill rejected the payment when the money was taken from my account and I have proof showing "payment completed and accepted"?
I contacted Skrill, and of course, they said the payment was accepted and that the €200 was paid to the casino, meaning only the casino can resolve this issue.
This is an outrage and completely unacceptable. The casino wants to keep my deposit and refuses to take responsibility for the flaws in its system.
Automatic translation:
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3 months ago
Dear Canutinho,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're experiencing with your deposit at CryptoLeo.
To assist you better and work towards resolving this issue, could you please provide some additional details?
- Have you received any reference number or confirmation from Skrill regarding the successful transaction that you can share with us?
- Did the casino provide any specific reason or error code when they mentioned that your e-wallet rejected the payment?
- If you have any screenshots or further email exchanges related to this issue, please forward them to petronela.k@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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3 months ago
Translation
Fortunately, 3 days later and after much insistence, the money was deposited in the casino. Thank you for your attention.
Automatic translation:
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3 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Canutinho, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
