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Deposit issue Still not solved by them side almost 20 day complete I send them all doc. Which they required every time they answer same our specialists working in this issue already submitted bank statement

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Dear VeerMJ,

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

I asked both provider and bank they said they sucessfully sent money. No issue from their side

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.

I already send you all document did you still not get it

Hello VeerMJ,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello VeerMJ,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for providing the requested documents.

Based on the screenshots of your deposit history, I can see that on November 21, you attempted to make multiple deposits that were marked as unsuccessful. After reviewing the bank statement you sent me, I cannot find any transactions in the amount of 2,230 INR dated November 21. This indicates that the funds were most likely not deducted from your bank account. There is only one transaction in the amount of 2,230 INR, which was made on November 20, one day prior to the unsuccessful deposit attempts shown in your casino account on November 21. However, based on the available evidence, it is not possible to conclusively confirm that this transaction was related to a deposit made at this specific casino. The bank statement does not indicate the merchant’s name in a way that would allow us to verify whether the payment was sent to this casino or to a different gaming platform.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika