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Dear impreza7777,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your deposit.

We’ve received your payment receipt—thank you for providing that. To better understand the situation and move forward, could you please clarify the following:

• Was this your first deposit at this casino, or have you made successful deposits before?
• Did you receive any error message or notification from the casino when the deposit was made?
• Have you already contacted the casino’s customer support, and if so, what was their response?
• Has the amount been deducted from your bank or payment account?

While we understand how frustrating this is, please be aware that if the funds didn’t reach your casino account, and the casino has no record of the transaction, it may need to be resolved through your payment provider. That process can take some time—often up to a month—so we recommend not making additional deposits until this issue is resolved.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

This is not the first time I've made a deposit.

I've made bank transfers several times before.

There were many delays in reflecting the changes and changes to the designated account.

It was definitely added to my wallet

I did not receive any error messages or notifications when making a deposit.

Of course, I have been communicating with customer support since May 1st.

At first, I was told that the confirmation was delayed and to wait a little longer.

I was stunned when I was told that I couldn't check the transfer because the bank where the money was being sent had been frozen.

Just three days ago, I made you wait so long, but in the end

I asked my bank and they insisted

The service was so bad that it caused me stress

Of course it is deducted from your bank account.

入金に関しては今回が初めてではありません

以前にも何度か銀行送金しました

反映が遅れる事と指定口座の変更は多々ありましたが

しっかりウォレットに追加されました

入金時にエラーメッセージまたは通知などは受けていません

5月1日からカスタマーサポートとのやり取りはもちろんしています

最初は確認が遅れてるだけ もう少し待ってくれと言われていましたが

送金先の銀行凍結しているから確認出来ないて言われ唖然

つい3日前にあれだけ待たせて最終的には

私の銀行の方に問い合わせての一点張り

対応が悪すぎてストレスが溜まりました

銀行口座からは勿論差し引かれています

I completely empathize with your frustration, impreza7777. As I have mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to provide the casino with sufficient opportunity to investigate and resolve the issue, I will extend the timeline by an additional 8 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and hope for positive news regarding your deposited funds.

Thank you in advance for your patience and understanding.

I'm waiting with the feeling that it won't come back

Thank you

返ってこない気持ちで待っています

宜しくお願いします

Dear impreza7777,

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,
Petronela
Casino.Guru

We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both parties involved to reach a satisfactory conclusion.

Additional comments from the player:

Close for now?

I was just waiting for a positive response.

What should I reply if there is no progress?

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

一旦クローズ？

いい返事を待っていた だけなんですが

私は進展が無い場合なにを返答したらいいのでしょう？

Hello impreza7777,

Thank you for getting back to us. Without your input and updates, we’re unfortunately unable to understand what’s currently happening on your side or assess any progress in your case.

If you’re still facing issues or have received any new information from the casino, please let us know so we can continue with the investigation.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

There is still no progress

未だ進展はありません

There is still no progress

未だ進展はありません

Hi impreza7777,

I'm sorry to learn that there hasn't been any progress since May. Could you kindly share your bank statement, highlighting the deposit? The statement should cover the period from the day of the deposit until now, providing evidence that the funds left your account without being refunded.

Thank you.

Dear impreza7777,

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,
Petronela
Casino.Guru