Playmax Casino - Pelaajan talletusta ei hyvitetä.

The issue that I have experienced was: I deposited on 14th April 2024 through NAGAD(Mobile financial services) on parimatch it's still not credited to my account. Provided all of required documents to support but still it's not credited to my balance. Now they didn't response my email.

Dear Tonmoy725,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Please forward your payment receipt to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

*Previously I deposit there this is not first.

*I already sent screenshot of my wallet in following email address, kindly check.

Hi Tonmoy725,

I regret to learn that your deposited funds have not yet been credited to your casino account. Before we reach out to the casino on your behalf, could you please send us your bank statement from the date of the deposit until today? This will serve as evidence that the funds left your account and were not refunded.

Thank you.

Nagad statement from 15th April till now send to your email petronela.k@casino.guru

Kindly check.

Thank you very much, Tonmoy725, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Tonmoy725,

I'm Michal, and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Parimatchwin Casino to join the conversation.

Dear Parimatchwin Casino,

Can you please provide more clarification on why the player's deposit is still not reflected in their casino account balance?

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.

Dear Tonmoy725,

Although I was in touch with the casino representative and they told me they would look into the matter, they have not informed me if the issue was resolved and sadly they stopped responding to my messages. I’m afraid there is not much that can be achieved without cooperation from their side. 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 might help to change the casino team's approach. If the casino team decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru