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Hello sir

I'm the owner of account 965663287.

I made a deposit on 4/4/2025 through Vodafone Cash in the mentioned application from my number [hidden by Casino Guru] to the number [hidden by Casino Guru].

The deposit was rejected even though the funds were deducted from my wallet and received in the wallet of the aforementioned number. After contacting support, they asked me to send a video from within the wallet app as proof, which I did.

Then they asked me for a printed bank statement, which I did. I provided all the evidence to prove my position, and they claim the money hasn't arrived. However, they continue to stall and have no intention of resolving the issue. I asked them to provide proof of the non-arrival of the money, just as I did, but they didn't provide anything and didn't resolve the issue. This is a scam by this app.

Dear me913708,

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.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

They are some of thieves!

How can I believe them? How can I trust them? After all evidence that I provided they told that money not reached to their agent! And they asked me to solve it with my payment system 😂

What can my payment system to do the money already reached their agent they must solve this problem or prove their situation like I did

Thank you for your reply.

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

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear me913708,

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.