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I made a deposit of 21.12€ through my Visa card on 04/04/21. This amount was also debited from my Visa card, a screenshot of which I sent to the live chat. My statement reads "POS CHAPIN GUATEMALA". They simply say that the money has not arrived and the matter has been escalated to the appropriate department. They told me that once they find a solution, they will send me an email.

Habe über meine Visakarte am 04.04. 21,12€ eingezahlt. Die wurden auch von meiner Visakarte abgebucht, wovon ich ein screenshot ans lifechat gesendet habe. Auf meiner Abbuchung steht "POS CHAPIN GUATEMALA". Sie sagen einfach nur, das Geld ist nicht angekommen und the matter was escalated to the proper department. So, und wenn sie eine Lösung gefunden habe, würden sie eine e-mail senden

Dear Chanty2,

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

• Please, could you clarify if you have tried contacting your payment processor regarding this issue?
• Was it your first deposit in this casino?
• Please could you forward the payment receipt and any relevant communication to tomas@casino.guru?

Please note the file you uploaded seems damaged, and cannot be opened.

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

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello Thomas,

No, I didn't contact my bank, but the money was debited.

Yes it would have been the first >deposit with a bonus of 100%

I am sending you the debit note as an attachment

Best regards

Chantal

Hallo Thomas,

Nein ich habe meine Bank nicht kontaktier, das Geld wurde aber abgebucht.

Ja es wäre die erste >Einzahlung gewesen mit einem Bonus von 100%

Als anhang sende ich ihnen die Abbuchung

Liebe Grüsse

Vander Meersche Chantal

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear Chanty2,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.