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Hello. On December 5th, I made a deposit of 50 euros, but the money did not get credited to my gaming account nor returned to my bank account. They told me to wait 21 working days for the money to be refunded, but it still hasn't appeared in my account.

Здравствуйте.Я 5 декабря внёс депозит в размере 50 евро деньги не поступили мне не на игровой аккаунт не обратно на счёт.Они сказали чдити 21 рабочий день и деньги вам вернут но они так и не поступили мне на счёт

Dear Sergejs02, 

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 takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. 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, 

Veronika

What does the payment provider have to do with it if the funds were debited from the account?

А причем здесь платежный провайдер если средства были списаны со счета

If the funds did not reach the casino, the payment provider would need to investigate the transaction to determine where the issue occurred—whether it was a technical problem, a delay, or an error in processing.

Unfortunately, in cases like this, the casino cannot assist directly because they never received the funds. That’s why contacting the payment provider is crucial, as they are the ones who can trace the payment and provide you with more details about its status.

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 Sergejs02,

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.