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Hello, I made two deposits that were rejected. After numerous chat messages over 8 days, I was told in our last conversation that these deposits were manually added to my account. However, I had not been notified and I don't believe that I played at any point. I attempted to check via the betting history to verify if I had played during that time, but for some reason, that specific time period appears to be deleted. I cannot see the bets that were placed during that timeframe to truly validate that these earnings were added to my account and played, but I am certain that this was not the case.

In the attached photo of the first operation's history, it's marked at 18:31. But when I load more, it continues from 18:34 and I cannot see any plays before 18:31 that day.

Hola hice dos depositos que fueron rechazados , después de muchos mensajes por chat durante 8 días en la última conversación me dicen que esos depósitos fueron agregados a mi cuenta manualmente pero se me notificó y en ningún momento creo haberlo jugado , intento verlo a través del historial de apuestas para saber si a esa hora había jugado y justa menem es tramo horario no me deja verlo se a como borrado , y no puedo ver las apuestas realizas en ese tramo para comprobar realmente y esos abonos fueron puestos en mi cuenta y se han jugado ,peor yo estoy convencido de que eso no es asi.

en la foto que adjunto del historial de la primera opiñeracion es a las 18:31 y cuando le doy a cargar mas me vuelve a las 18:34 no puedo ver ninguna jugada antes de las 18:31 de ese día

Dear willowbcn,

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you've encountered regarding your rejected deposits and the subsequent handling of your account balance.

To assist you further, could you kindly provide us with additional information regarding the following points?

• When were the two deposits initially made?
• Could you specify the reasons provided for the rejection of these deposits?
• Did you receive any confirmation or notification regarding the manual addition of these deposits to your account?
• Regarding the missing betting history for the specific time period in question, have you contacted the support team to inquire about this issue?

Your cooperation in providing these details will greatly assist us in investigating and working towards a resolution. Additionally, if you have any relevant communication with the support team regarding this matter, please feel free to forward it to petronela.k@casino.guru for further review.

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

The deposits were made on 4/10, I was not notified at any time of the manual entry of the deposits, which according to them was the next day.

The rejection, the reasons I can't imagine, the crazy action would fail or something, I don't know.

I have already claimed the history, but no one has contacted me yet.

los depósitos se realizaron el 10/4 , no se me notificó en ningun momento la entrada manual de los depósitos que según ellos fue al día siguiente.

el rechazo , los motivos no los se me imagino que fallaría la traca acción o algo , nose.

Ya he reclamado el historial ,pero nadie se ha puesto en coNtacto conmigo todavía .

One more thing, which I think has not been very clear.

The dispute is because I say that they have not put the deposits into account and they have, that is why I went to see the history, in case I had not realized it and when I saw that I could not see that section it already generated more I suspect that it had been credited to my account

Una cosa más , que creo que no ha quedado muy claro .

La disputa es por que yo digo que no lo han puesto los depósitos en cuenta y ellos que si , por eso fui a ver el historial , por si yo no me había dado cuenta y cuando vi que no podía ver ese tramo ya me generó más sospecha de que lo hubieran acredito en mi cuenta

Hi willowbcn,

• Would you kindly provide screenshots of any accessible deposit or game history within your account?
• Additionally, if you could forward payment receipts for those deposits initially not credited to your account, it would help us gain some clarity on this matter.

Thank you.

I pass betting history that you have to look at the time that passes from 6:31 p.m. and returns to 6:34 p.m., it stays in a loop like this

and then I pass photos where the deposits are rejected and the bank collected

Hos paso historial de apuestas que hay que fijarse en la hora que pasa de las 18:31h y vuelve a las 18:34 se queda así en bucle

y luego hos paso fotos donde están los depositos rechazados y del banco cobrados

Hi willowbcn,

Could you please forward your full game history not only a screenshot of five bets?

Thank you.

I asked for it via live chat, they told me they had requested it but they haven't sent it to me

Lo pedí por chat en vivo ,me dijeron que lo habían solicitado pero no me lo han enviado

from the page it doesn't let me see more

desde la página no me deja ver mas

Thank you very much, willowbcn, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you willowbcn for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Kingmaker Casino for their help in resolving this complaint. Would it be possible to provide evidence of the player's gaming history so it is possible to review if the deposits have been received? You can provide any information to my email. (peter.c@casino.guru)

Thank you!

Dear Peter,

Thank you for reaching out.

Please be informed that we sent you an email to peter.c@casino.guru. Looking forward to your reply.

Best regards,

Kingmaker Team

Thank you for providing me with the information Kingmaker Casino representative.

Dear willowbcn, after reviewing your gaming history it is clear that the deposits have been added and you have used them to play. I would consider the matter resolved but let us know if you require any further assistance. Thank you in advance!

ok

Dear willowbcn,

I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Peter