Zinkra Casino - Pelaajan talletusta ei hyvitetä.

Dear Customer Service Team.

I am contacting you to file a formal complaint, as the deposit made using cryptocurrencies has not been credited to my gaming account.

The deposit was successfully processed from my wallet, and the transaction is listed as confirmed on the blockchain network. However, to this day, the amount is not reflected in my account balance.

Details of the operation (Attached in photographs)

I request that you review this incident as soon as possible and proceed to credit the corresponding amount or inform me in detail of the current status of the deposit.

Attached is a screenshot of the transaction as proof of shipment.

I await an urgent solution, as these are funds that were sent correctly and confirmed on the network.

Sincerely,

Roberto *****

Estimado equipo de Atención al Cliente.

Me pongo en contacto con ustedes para presentar una reclamación formal, ya que el depósito realizado mediante criptomonedas en no ha sido acreditado en mi cuenta de juego.

El ingreso fue efectuado correctamente desde mi billetera, y la transacción figura como confirmada en la red blockchain. Sin embargo, a día de hoy, el importe no aparece reflejado en el saldo de mi cuenta.

Detalles de la operación (Adjuntado en fotografías)

Solicito que revisen esta incidencia con la mayor brevedad posible y procedan a la acreditación del importe correspondiente o me informen detalladamente del estado actual del depósito.

Adjunto captura de la transacción como comprobante del envío.

Quedo a la espera de una solución urgente, ya que se trata de fondos enviados correctamente y confirmados en la red.

Atentamente,

Roberto *****

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Zinkra Casino. Please allow me to ask you a few questions so I can better understand the situation.

• Was it your first deposit in this casino?
• Please could you forward the hash of the transaction and any relevant communication with the casino regarding the issue to tomas@casino.guru?

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

Best regards,

Tomas

Dear rmarquezcalavia94,

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.

Hello Tomas,

First of all, I apologize for the delay in my response.

I have now sent you an email with the requested documentation, including the transaction hash and the relevant communication with the casino regarding this issue.

Please let me know if you need any additional information from my side.

Thank you for your assistance.

Best regards

Roberto ****

In this case, the transaction failed due to the player sending less than the requested amount.

Please note that the player has been contacted to their email address for further assistance with his missing deposit.

Hello,

Thank you for your response.

However, the transaction was for a slightly lower amount, and I've never had any problems with any other bookmaker. I also haven't received any emails requesting an additional deposit or informing me that the amount sent was insufficient. I've checked my inbox and can't find any messages.

Since I have not received any notification and the transaction could not be completed, the most reasonable solution would be for you to refund my funds or provide me with an alternative solution.

I would appreciate your help in resolving this matter as soon as possible.

Sincerely,

Roberto *****

Hola,

Gracias por su respuesta.

Sin embargo, la transacción fue por un importe ligeramente inferior, y nunca he tenido problemas en ninguna otra bookie. Tampoco he he recibido ningún correo electrónico solicitando un depósito adicional ni informándome de que el importe enviado era insuficiente. He revisado mi bandeja de entrada y no encuentro ningún mensaje.

Dado que no he recibido ninguna notificación y la transacción no se pudo completar, la solución más razonable sería que me devolvieran los fondos o que me proporcionaran una solución alternativa.

Agradecería su ayuda para resolver este asunto lo antes posible.

Atentamente,

Roberto *****

Hello,

We are sorry that this matter was still not resolved. Apparently our finance department sent directions to the email provided above but maybe they ended up in spam, can you check?

In the meantime, our support team will engage in this asap to remove the blockers. They will reach out via our support email and coordinate the process.

Let's keep an eye on it and make sure we return the amount.

Thanks for understanding.

Best, Zinkra Team.

Thanks to both parties for your participation in the resolution of the issue.

Dear rmarquezcalavia94,

• Have you received any email from the casino representative directly?
• Were you able to reach a resolution to your issue?

Please share any relevant news here.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear rmarquezcalavia94,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas