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​I made a deposit of ₹15,000 on 28 July 2026. The direct UPI payment link generated an exact amount of ₹14,999.66, which I successfully paid to the beneficiary (Mubarak Khursheed, UPI ID: jkbmerc00858667@jkb). The funds were successfully debited from my India Post Payments Bank account under UTR / UPI Ref No: 21184530440 at 04:09 PM. The casino support chat closed my ticket (No. 20007845) claiming the deposit was unsuccessful, despite my bank statement and payment receipt proving otherwise. I request Casino Guru's mediation to have the casino's finance team trace the UTR and credit my account.

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Dear SoulHunter21,

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 approximately one month. 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.

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

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Hello,

​I wanted to provide an update on this case. As recommended, I contacted my bank (India Post Payments Bank) and they have officially raised a chargeback for the transaction (RRN 21184530440) under complaint reference number CR104691559.

​As Per NPCI guidelines, there is a 15-day turnaround time for the beneficiary bank to process the chargeback. I will keep you posted as soon as I receive a final update from my bank.

Thanks for your reply.

Please let me know about further news regarding your missing deposit.

Looking forward to your reply.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear SoulHunter21,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas