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On 03.05.2024, a deposit of 100000 was made via the SBP. The money was taken from the card balance successfully, but it has not yet been credited to my deposit. They asked for a screenshot of the payment, followed by a request for the receipt of this payment in a PDF format. Now, they are asking for a bank statement. I have been waiting for a week now, and it seems to have turned into an absurd situation. A whole week to verify payment. The casino's only reply is that they do not have set timelines. When has it ever been a practice to have no regulation when dealing with monetary transactions?

03.05.2024 был совершён депозит на сумму 100000 через СБП. Деньги ушли с баланса карты без проблем, но так и не были зачисленны на депозит. Попросили скрин платежа. Потом попросили чек этого платежа в pdf формате. Теперь просят выписку . Уже неделю жду, похоже на абсурд уже. Неделю на то чтоб проверить платеж . И у казино один ответ про то что сроки не регламентированны. Где такое было ,чтоб работа с денежными средствами была не регламентированна .

Dear gnom9rka,

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

Dear gnom9rka,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I'm here. Funds have not yet been credited

Я тут. Средства до сих пор не зачисленны

The fact is that they do not provide ways to contact the payment provider directly, only through the casino.. I don’t know that you can check for a whole month. The money reached the addressee, I provided a receipt for the transaction and a bank statement.

Дело в том что они не предоставляют способов связаться с платёжным провайдером напрямую, только через казино.. Я не знаю что можно проверять целый месяц. Деньги до адресата дошли я предоставил чек об операции и банковскую выписку.

Dear gnom9rka,

I understand that it might seem as a long period to wait but it is the recommended time frame which means it can be solved earlier. However, the advised time frame is based on previous experiences with similar cases.

Please let us know by the end of next week if there will be any update.

Okay, I'll unsubscribe

Хорошо отпишусь

The balance was replenished on the 22nd. I submitted a request for withdrawal, to which I received an answer that I needed to win back the deposit. I topped up on the 3rd, the money arrived after the 20th. I don't want to play anymore. Please withdraw the balance back.

Баланс был пополнен 22 числа. Поставил заявку на вывод на что мне пришёл ответ о том что надо отыграть депозит. Я пополнял 3 числа , деньги пришли через 20 . Я уже не хочу играть. Будьте добры вывести баланс обратно.

Dear gnom9rka,

Please note that deposits must be wagered in order to withdraw your balance. It is a standard AML policy which the player has to respect.

Do you wish to close the complaint as resolved as your deposit was credited?

Dear gnom9rka,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.