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Good evening, I am writing to ask for your help. I made a 20-euro deposit via bank transfer from my Revolut account. The payment went through, and at the same moment, I received a payment confirmation with all the details, as well as the transaction details from my Revolut account. However, when I filed a complaint via chat, I was completely ignored. I provided all the details, including the transaction number, but they mocked me by asking for the deposit ID.

After a few minutes, they asked me to wait, wait, and wait, and then the chat disconnected, and nothing happened. I have sent emails with all the details, including PDF files of the transaction and screenshots, yet no response. Guru, please help me. I have also messaged them stating that due to their lack of respect, I demand my money back and will not be returning to this casino. Horrible! The service is terrible. Once again, please, Guru, help me.

Boa noite , venho por este meio vos pedir ajuda . Efetuei um depósito de 20 euros através do bank transfer da minha conta Revolut . Na qual foi efetuado I pagamento e no mesmo momento recebi o comprovativo de pagamentos com todos os detalhes assim como tenho da transação da minha conta Revolut . Entretanto faço reclamação via chat , ignoram me por completo , mando os detalhes todos a indicar número de transação etc , tudo mesmo e ficam fozando com a minha cara dizer qual id do depósito .

e passados alguns minutos , me pedem para esperar esperar esperar e nada o chat acaba por ir a baixo e nada . Já mandei email com todos os detalhes ficheiros pdf da transação prints etc e nada . Guru por favor me ajuda . Eu já lhes mandei mensagem a dizer que pela falta de respeito que tem comigo , exigo i meu dinheiro de volta e que não faço questão nenhuma de voltar a este casino . Horrível ! Atendimento péssimo . Mais uma vê por favor guru ajude me

Dear Madnessboy,

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. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Please forward your payment receipt to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hello, yes it was my first and last deposit! And I've already demanded that they send it back to my bank account because I don't want anything to do with that casino!

Ola , sim foi meu primeiro depósito e último ! E já exigi que me o mandem de volta para a minha conta bancária pois não quero nada com esse casino !

In the meantime, I've sent the proof you asked for. I hope to resolve this 🙏

Entretanto já enviei comprovativo que me pediu . Espero assim resolver isto 🙏

I completely empathize with your frustration, Madnessboy. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 25 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

I've already received the deposit, three days later. Sorry to inform you now. When I had asked them to return it to my bank account, they put it in the casino account... normal... I ended up spending it. This casino never again

Já recebi o depósito , três dias depois . Desculpem só informar agora . Quando no entanto tinha os pedido para devolverem a minha conta bancária puseram foi na conta do casino .. normal .. acabei por gastar . Este casino para nunca mais

Dear Madnessboy,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru