Elslots Casino - Player's deposit hasn't been credited.

Congratulations. faced such a problem, on July 1, 2023, I topped up the account in the online casino for 300 (three hundred) UAH, but I copied the card number and made the payment through the monobank application, but it turned out that it was necessary to make the payment through the site. I made the second payment in the same way. but the first transition was never counted. I immediately informed the administration, provided all the confirmations they requested. and that's it, and this procedure is repeated every day,

Dear ukrop81,

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

Please allow me to ask you a few questions so I better understand the situation.

Could you please explain if the first deposit you made to the casino was done from the cashier menu in the casino?

Could you please advise how the casino informed you about the situation? Have you contacted your bank regarding the transaction? Was it processed?

Thank you very much in advance for your reply.

Best regards,

Tomas

""the first deposit you made in the casino was made from the cashier's menu in the casino?""--- no, I copied the number of the card to which funds were to be deposited, and through the app I made a payment,..

""Could you let me know how the casino informed you about the situation?""---- told me to provide bank statements, I did everything and that's it,

Do I understand correctly when trying to deposit you had these or similar instructions on screen when attempting to deposit in the casino?

Could you please share with me your complete deposit history visible from your casino account?

yes, it was, but I copied the card number and made a payment through the monobank application

please

Thank you very much, ukrop81, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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 ukrop81,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Elslots Casino to join the conversation and participate in the resolution of this complaint.

Dear Elslots Casino,

Can you please provide an update on the status of the player's first deposit?

Kind regards,

Tomas

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 ukrop81,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curaçao eGaming (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint or complaints@curacao-egaming.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru).

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

Best regards,

Tomas