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I made a deposit of 50 USD, but the money still hasn't been credited to my account. Support asked me to wait up to 96 hours, which seems completely unreasonable. This is the first time I've experienced such a long processing time, and it's causing a lot of frustration.

I expect the funds to be credited immediately or I will receive a resolution to the issue as soon as possible. Please look into my case as soon as possible.

Jeg gjorde et innskudd på 50 USD, men pengene har fortsatt ikke blitt kreditert til kontoen min. Support ba meg vente opptil 96 timer, noe som virker helt urimelig. Det er første gang jeg opplever så lang behandlingstid, og dette skaper mye frustrasjon.

Jeg forventer at midlene enten blir kreditert umiddelbart, eller at jeg får en løsning på problemet så raskt som mulig. Vennligst se på saken min så snart dere kan.

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Dear Tristan.Grimsrud,

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

For my part, I have already contacted the bank as I was considering requesting a chargeback, but I was informed that the funds had been received by the recipient. My question to the casino is when they will credit my account with the deposit.

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.

Everything is resolved on my side now. The funds have been returned to me and I want to apologize for the confusion. Since the money is back in my account, the issue is fully settled.

Dear Tristan.Grimsrud,

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