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Hi, on October 2nd, I deposited €50 by credit card. The money was debited from my bank account, but it didn't fund my gaming account. I called my bank, and they told me to wait for the transaction to clear. Once cleared, they told me to contact the provider, who has been telling me the same thing for a week now: that the matter is being handled by specialists and they'll let me know by email. How come I still haven't heard anything after 12 days?

Salve, il 2 di ottobre ho depositato 50 euro con carta di credito, i soldi mi sono stati addebitati sul conto bancario ma non mi hanno caricato il conto gioco. Ho chiamato la banca che mi ha detto di aspettare che l operazione fosse contabilizzata. Una volta contabilizzata mi hanno detto di contattare il provider che mi risponde da ormai una settimana allo stesso modo, ovvero che il caso è in mano agli specialisti e che mi fanno sapere per email. Possibile che dopo 12 giorni non abbia ancora uno straccio di notizia??

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Dear Pieropelu,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

Has this been your very first deposit in this casino, please?

My email address is katarina.d@casino.guru. Thank you for your patience and cooperation.

Thank you for your understanding.

Best regards,

Katarina

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

Dear Pieropelu,

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,

Katarina