The player from Portugal had deposited approximately 22 euros' worth of BNB into an online casino, but the funds were not credited to his account. Despite having provided the necessary documentation, there had been no progress after five days and the player had received no communication from the casino. After the player had lodged a complaint, the casino had credited the deposit to his account. Consequently, the issue had been resolved and the complaint had been closed.
CryptoLeo Casino - Player’s deposit not credited to the Casino.
Amount: 0.0771 BNB
CryptoLeo Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
I deposited into this casino via BNB, approximately 22 euros' worth of BNB, on the 23rd. It's been five days now, and my deposit still hasn't been credited in the casino. I've submitted screenshots of my deposit, the TXID, and more, yet they claim they're addressing the issue. The problem is, I've received no communication from Cryptoleo. The chat responses seem automated, always providing the same reply -- that the department is working on my case and it's urgent. However, five days have passed and still nothing has been done.
Automatic translation:
Public
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3 months ago
Dear Alexandreruina,
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 that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
- Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you were provided a unique one when opening the account?
- Was it your first deposit in this casino?
- Could you please forward a full Transaction hash and the name of the Network?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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3 months ago
Translation
it is already resolved, somehow after placing the complaint, the casino credited the deposit
Thank you, you can close the complaint
Automatic translation:
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2 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Alexandreruina, for your cooperation and 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
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