Elite24Bet Casino - Player’s deposit seems lost.

On Saturday 14 January, I deposited 50 euros via payment provider Trustly at www.elite24bet.com.

The money left my bank account and according to Trustly has been delivered to the casino, but it has not been credited to my casino account. The money is missing and now the whole casino seems to be closed. I want the 50 euros refunded to my bank account.

Dear mattimonttinen,

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 might take up to one month approximately. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

According to the information we received, the casino is indeed closed. If the money got lost during your attempt to deposit, it’s going to take some time before it’ll be returned to your bank account.

I’ll look forward to your reply.

Best regards,

Tomas

Hello. The payment provider Trustly said to me that tyey cannot help me further. They said that it is the casino’s task to locate the money and refund it to me. The problem is that I get no reply from the casino and now the casino seems to be closed.

Thanks for the reply, mattimonttinen.

Could you please forward your communication between trustly and you regarding the issue? Please send the deposit receipt as well to tomas@casino.guru Much appreciated!

Hi, I sent you e-mail.

Thank you very much, mattimonttinen, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello mattimonttinen, 

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I want to bring to your attention the fact that we found out that Elite24Bet Casino is closed now. Recently, we have received multiple complaints about this casino, and there has been no reaction from the casino at all, so I'm afraid there is not much we can do. I will still try to reach out to them, but there is no guarantee we will receive any reply. In the meantime, I recommend you contact MADRE – an alternative dispute resolution service (https://madre-online.eu/) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.k@casino.guru).

With this being said, we would like to invite Elite24Bet Casino to join the conversation.

Dear Elite24Bet Casino,

Can you please provide some information regarding the player's lost deposit? Will the deposit be refunded back to the player? If so, when can the player expect the deposit back?

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.

Dear mattimonttinen,

Sadly, as expected there has been no reaction from the casino at all, so I'm afraid there is not much we can do. I recommend you contact MADRE – an alternative dispute resolution service (https://madre-online.eu/) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Michal