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Deposited 500,

deposit successful. Played the money up and withdrew 1457. They said deposit was never taken so void bets.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• From the screenshot you uploaded with your complaint, it seems that you made two deposits on 16 May in short succession, with the second one eventually declined. Could you please clarify whether your balance after the deposits was 1,000 € or only 500 €?
• Can you see both transactions in your banking app as successfully completed?
• Did you accumulate your winnings using the first successful deposit or the second declined deposit?
• What types of games did you play at this casino?

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

Best regards

Veronika

Only one was successful & balance was 500 eur

played a wide range of games

cant see either transaction in banking app

Thank you for the clarification.

If neither of the deposits was actually deducted from your bank account, this means the casino credited your gaming balance without successfully receiving the funds from the payment provider. In such situations, players effectively play with funds that were never transferred to the casino.

Because of this, the casino may consider the gameplay and any winnings generated from those funds invalid, as the balance was created due to an unsuccessful or reversed transaction rather than a completed deposit.

Please could you let me know if I have missed any information, or if this complaint can be closed?

Dear Aacz,

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.

You’ve got all the facts but you don’t deem this an issue

Hello Aacz,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Aacz,

Thank you for your reply. Based on the details you provided, the deposit was credited to your casino account, but the funds were never successfully taken from your bank account. This means that the casino balance you played with was not created from a completed deposit transaction.

In such cases, the casino is entitled to void the gameplay and any winnings generated from funds that were not successfully transferred to them, as these funds were credited due to a failed or reversed payment process.

We understand that from your perspective, you were able to play with the balance available in your account and generate winnings, but the key point is that the casino did not receive the deposited funds that created this balance. Therefore, we cannot consider the cancellation of the winnings unjustified.

Unfortunately, based on the information available, we are unable to assist you further with this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika