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Hlw,

Its been more tha 72 hours and my money is not yet deposited in my account and when ebquired with their support team on mail and agents on live chat they say they will deposit soon but not deposited the money till date.i hereby attach the proof of communication made on mail and chat transcript.

Dear Vickyplb,

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 to start 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,

Kristina

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I have written a formal mail to their complaint team but there is no reply from them other than the acknowledgement of the complaint...i gues fee casinos exists by looting money directly like this like open thiefs

Thank you very much for your reply. Please note that I recommended contacting the payment provider. Have you already followed this suggestion?

Dear Vickyplb,

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.

Yes i have contacted payment provider and formally sent a mail also.

Has the payment provider already started an investigation into the lost funds?

I have visited the bank personally on my working day of job for this amount and they hve confirmed me that payment has been deducted and credited to their account.

Vickyplb, in order for us to proceed with this case, we need to gather more information. Please provide the following:

• Deposit receipt,
• screenshot of your deposit history (you should be able to find this in your casino account),
• communication between you and your bank regarding the lost transaction,
• communication between you and the casino regarding this issue.

You can forward everything to kristina.s@casino.guru. Thank you in advance.

Hello,

If the money was deposited in my account it will show in deposit history in the first place if the aame is jit deposited then how can i show you the same and moreover casino is not at all responding whatso ever either here or through mail ...just an empty assurances that they will resolve it soon...anyways i am saying i have visited in oerson to bank and what proof should i give then ...if you consider bank statement as a valid proof please let me know i will provide you the same where it clearly shows amount as deducted and i have attached screenshot of payment made initially when complaint was filed.

Please note that I wouldn't ask for information if it were already attached to the complaint. The only attachments you uploaded are a few messages between you and the casino, which are over a month old at this point.

Can you please provide all the evidence I requested so we can proceed with further investigation?

Dear Vickyplb,

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.

I am attaching deposit receipt again now

While I appreciate your efforts so far, several essential details and the critical evidence requested three weeks ago have not yet been provided. This has prevented any meaningful progress on the complaint, which has now been active for over a month and a half.

Multiple delays have occurred due to missing information from your side, and unfortunately, we cannot proceed with the investigation without your full cooperation. Please provide the outstanding materials as soon as possible so we can continue supporting you effectively; otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear Vickyplb,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru