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I'm furious. I made a deposit and the money still hasn't arrived in my account. I contacted support immediately, and they told me to wait 24 hours. That time has passed, and still nothing. Absolutely nothing.

Now they say the problem has been passed on to the department, but no timeframe has been given. That's unacceptable. I could lose my deposit bonus and maybe even the money itself. Please, Casino Guru Manager, help me and put pressure on the casino to finally fix this!

Ich bin sauer. Hab einen Deposit gemacht und das Geld is immer noch nicht auf mein Konto. Hab sofort Support kontaktiert, die haben gesagt warte 24 Stunden. Die Zeit is vorbei, und immer noch nix. Absolut nix.

Jetzt sagen sie, das Problem is an die Abteilung weitergegeben, aber keine Zeitangabe. Das geht gar nicht. Ich könnte meinen Deposit Bonus verlieren und vielleicht sogar das Geld. Bitte, Casino Guru Manager, helft mir und drückt dem Casino mal auf die Finger, dass die das endlich fixen!

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Dear JonasTheiss,

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 contacted the bank and was told that the money may be on hold with the recipient. How can that be, if we are talking about a casino where you make a deposit and it should be credited immediately? Since I have been waiting for my money for more than two weeks, I want a refund and to forget about this casino as if it were a bad dream.

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.

Some time has passed, and the deposit finally appeared in my account. Nevertheless, I had to endure all that waiting and complete uncertainty, and it was truly stressful. After such an experience, I will not be making any further deposits at this casino.

Es ist inzwischen etwas Zeit vergangen und der Deposit ist schließlich doch auf meinem Konto aufgetaucht. Trotzdem musste ich diese ganze Warterei und völlige Ungewissheit durchmachen, und das war wirklich belastend. Nach so einer Erfahrung werde ich in diesem Casino keine weiteren Einzahlungen mehr machen.

Dear JonasTheiss,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika

Casino.Guru