GETX Casino - Pelaajan varat viivästyvät kasinolla.

I credited my account with the amount of 50,000 rubles on December 17th. The money has not been received. The investigation has been going on for 12 days instead of the promised 3 days.

Пополнил баланс на сумму 50 000 рублей 17 декабря. Деньги не поступили. Разбирательства дляться 12 дней вместо обещанных 3-х.

Dear jungllena,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GET-X Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please provide supporting evidence regarding your missing deposit?
• Please share your deposit confirmation, deposit history screenshot from your player's account, and communication with the casino to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Sent

Отправил

Dear jungllena,

Thanks for providing me with the information.

• Has your deposit been credited since your last post?
• Has the casino informed you about the results of its investigation of the issue?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

1. No
2. No. They probably don't even know.
3. Judging from the dialogue with them, they are not even aware of the complaint. I think this is ignorance on their part.

1. Нет
2. Нет. Они даже скорее всего не в курсе
3. судя из диалога с ними, они даже не в курсе жалобы. Я думаю это игнор с их стороны.

Thanks for your reply.

Please understand your communication with the casino regarding the issue is necessary for us to decide on how to best assist you.

Please share your communication with the casino regarding the missing deposit to my email at tomas@casino.guru I apologize for the inconvenience.

Sent

Отправил

Thank you very much, jungllena, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello jungllena,

I am so sorry to hear your deposit hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a GET-X Casino representative to join this conversation and participate in resolving this complaint.

Dear GET-X Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

What withdrawal are we talking about? I wrote a complaint about the fact that the deposit was not credited to the casino balance

О каком выводе средств идёт речь ? Я писал жалобу по поводу того, что депозит не был зачислен на баланс казино

Hello jungllena,

I have edited my initial message to avoid confusion. Thanks for the heads up.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of GETX Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear GETX Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Seriously? The casino decided to respond to the complaint a year later?

Hello.

First of all, we apologize for the lengthy delay in responding to your question. We have not received any notifications regarding this complaint through our existing communication channels, so we are responding retroactively.

The 50,000-rouble top-up you mentioned on December 17 was subject to verification by the payment provider at the time. These inquiries revealed that the transaction was unconfirmed: the provider's reports and our cash register did not show the payment as successfully received. Consequently, we were unable to credit the funds to your account or initiate a refund. It's also possible that an error was made when entering the payment details, which could have resulted in the funds being transferred to other accounts unrelated to our service. If you have any bank documents for that transaction (an official statement or a certificate with the details and transfer status), please provide them for further verification.

Здравствуйте.

Прежде всего приносим извинения за то, что ваш вопрос остаётся без нашего официального комментария столь длительное время. По этой жалобе к нам не поступало уведомлений по действующим каналам связи с площадкой, поэтому отвечаем уже задним числом.

По пополнению на 50 000 ₽ от 17 декабря, которое вы упоминали, в тот период проводились проверки по линии платёжного провайдера. По результатам запросов операция не была подтверждена: в отчётах провайдера и в нашей кассе данный платёж не значился как успешно поступивший. Соответственно, мы не могли ни зачислить эти средства на баланс, ни инициировать их возврат с нашей стороны. Также нельзя исключать, что при вводе платёжных реквизитов могла быть допущена ошибка, и тогда средства могли уйти на другие реквизиты, не связанные с нашим сервисом. Если у вас сохранились банковские документы по той операции (официальная выписка или справка с реквизитами и статусом перевода), просим предоставить их для дополнительной проверки. 

I can provide it, but where? I don't even remember my username or email address to sign in to my account.

Я могу предоставить, но куда ? Я даже уже логин или почту не помню для входа в аккаунт

This is definitely too much. Responding to a closed complaint 365 days later, when the person has long since come to terms with it. I don't remember the username or email address. Why didn't you respond to the complaint a year ago?

We understand your frustration regarding the response time, but as we previously stated, we have not received any inquiries regarding this complaint through the platform's existing channels, so our official comment is being provided after the fact. If you have any banking documents for this transaction, you can provide them to our support team through the official website.

Понимаем ваше возмущение по поводу сроков ответа, но, как мы указывали ранее, по этой жалобе к нам действительно не поступало обращений по действующим каналам от площадки, поэтому официальный комментарий с нашей стороны даётся уже постфактум. Если у вас сохранились банковские документы по той операции, вы можете предоставить их в нашу службу поддержки через официальный сайт. 

I just wrote to you that I don't remember my account information. You're writing back in a year. I can easily provide a receipt and bank statement, but I don't remember my login information. What's the email address? Write at least a few letters.

Я тебе только что написал, что я не помню данные от аккаунта. Вы пишите через год. Я без проблем предоставлю чек и выписку из банка, но я не помню данные для входа. Какая там почта? Напишите хотя бы пару букв

I contacted tech support. I provided all the documents. But what's the point? A year has passed, and you still can't find this deposit. Couldn't they have responded to my complaint a year ago? Or did they just ignore it, as usual?

Обратился в техподдержку. Предоставил все документы. Но какой от этого смысл ? Прошёл год и вы не найдёте этот депозит. Год назад нельзя было ответить в жалобе ? Или как обычно решили проигнорировать ?

As has been noted multiple times, we have not received any notifications regarding your complaint from the platform through our official channels. We issued an official comment immediately after we discovered this platform and received your request.

Как уже неоднократно отмечалось, по вашей жалобе от площадки не поступало уведомлений по нашим рабочим каналам. Официальный комментарий с нашей стороны был дан сразу после того, как мы обнаружили данную площадку и увидели ваше обращение.

No complaint? How did you find out then? I don't believe anyone from Casino Guru notified you of this complaint.

Не поступало? А как же вы тогда обнаружили ? Я не верю что вам никто из представителей casino guru не уведомлял о данной жалобе

The operator tells me to wait up to three days? Is that true? So, after a year, you're asking me to wait another three days? And then there's New Year's and holidays.

Мне оператор говорит ждать до 3-х дней? Это правда ? То есть спустя год вы просите подождать ещё 3 дня ? А там ведь новый год, праздники

The operator, Alisa, also reported that the deposit hadn't been received. Somehow, they decided to check the deposit a year later, even though that's no longer possible. Please provide proof in the form of a recipient's bank statement.

Оператор Алиса так же сообщила что депозит не поступил. каким то чудом они решили проверить зачисление депозита спустя год, хотя это уже невозможно. Прошу предоставить док-ва в виде выписки получателя

Dear jungllena,

Could you please confirm whether you were able to access your casino account successfully?

We look forward to your response.

Dear GETX Casino,

Could you please advise whether any additional documentation is required from the player in order to proceed with crediting the funds to the player’s account?

We look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I managed to log in but they still say the deposit was unsuccessful.

Мне удалось войти но они по прежнему говорят что депозит неуспешный

Hello.

You submitted most of the requested documents, but you failed to provide key proof—a video recording showing you logging into your banking app and opening this specific payment, along with its status and details. In cases where the provider can't find the transaction on a check or statement, such a recording is a standard requirement. Without it, the provider rejected the application, and we can neither credit the deposit nor initiate a refund, as the funds were never actually received.

If you still have the ability to record such a video and show the transaction at the bank, you can send it to our support team, and we will then re-transmit the materials to the provider.

Здравствуйте.

Вы отправили большинство запрошенных документов, но не предоставили ключевое подтверждение — видеозапись, на которой в реальном времени видно, как вы заходите в банковское приложение и открываете именно этот платёж с его статусом и реквизитами. В случаях, когда провайдер не может найти операцию по чеку или выписке, такая запись — стандартное требование. Без неё провайдер отклонил заявку, и мы не можем ни зачислить депозит, ни инициировать его возврат, так как денег фактически не поступало.

Если у вас всё ещё есть возможность сделать такую видеозапись и показать операцию в банке, вы можете направить её в нашу поддержку — тогда мы повторно передадим материалы провайдеру. 

Dear GETX Casino,

Thank you for your response and cooperation.

Dear jungllena,

Could you please follow the casino’s instructions and provide them with the requested documentation at your earliest convenience?

We look forward to your response.

Dear jungllena,

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,
Stefan
Casino.Guru