The player from United States has deposited money into her account, but the funds seem to be lost. We rejected the complaint because the player didn't respond to our messages and questions.
I deposited $30 last night through bitcoin secure. It stated it would take 5-20 minutes. It has been well over 12 hours. I have sent emails plus left messages on the website itself. No answers. Just want my money back.
Dear Stacey,
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 which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit anymore funds until the issue is sorted.
Could you please advise if you have contacted your payment provider already? If there’s any relevant communication, please forward it along with the 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