The player's deposit was not credited even though he provided a bank statement of his payment. The complaint was rejected because the player did not respond to our messages and questions.
iWild Casino - The player's deposit was not credited.
Amount: €400
iWild Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I made a deposit of 400 € on 23/04 at 18.58, which the bank claims to have made correctly (by withdrawing the funds from my bank account), while the casino claims the opposite. I have sent all the payment receipts but the casino does not credit me the amount
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2 years ago
Hello Guglielmo,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with iWildcasino. Please allow me to ask you a few more question before we would move forward.
Was this your first ever deposit into the casino? When was the last time the casino responded to you and what was it about? Are they still looking into the case or did they close it already?
Please note that it might take up to few days to receive the deposit if such an error occurs. If you already provided the bank statement of your payment I believe it is only a matter of time before your deposit would be credited.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
It was the first deposit, then I made others that were successful. But it was the first deposit.
They have always told me that they have not received any money, but the bank has told me that it has been successful and they can no longer do anything to cancel it. In fact, the transaction was accounted for.
I contacted the casino today and the answer is always the same: "we have not received the money", despite having sent him reports and payment receipts several times. Receipts I have also attached in this complaint
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2 years ago
Hello Guglielmo,
Could you please provide the statement to us too? If yes, please send it to nikolas.b@casino.guru. Also when was the last time the casino responded to you?
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2 years ago
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Sure, now I'm sending it. Anyway yesterday I talked to the casino and nothing has changed
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2 years ago
Thank you Guglielmo for the statements. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
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Can you give me Branislav's e-mail or tell him to contact me by e-mail, so that I can send him all the details?
Thanks
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2 years ago
Hello, Guglielmo,
I am sorry to hear about your situation. Here is my email address - branislav.b@casino.guru. However, I was able to review the email with all attachments you sent to my colleague Nick before. There are some discrepancies in the times of transactions and also I cannot see a complete transaction history from your casino account.
I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite iWildcasino's representative to join this conversation and participate in the resolution of this complaint.
Dear iWildcasino Team,
Could you please look at the player's issue and provide us with an explanation? If I understood it correctly, there should have been 2 deposits made by the player on April 23, 2022.
Thank you in advance for providing the information.
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2 years ago
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The discrepancies are due to the time zone perhaps. Because on my screenshot it comes out 18.58, while for iwildcasino 16.58. I tried again to make the transaction, but I had no more money because the first had taken the money from my bank account but had not credited it on the site. Now I send you back all the precise images, only related to this transaction.
I am also attaching the answer and the complete statement of those days, with other transactions, however, made on other casinos
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2 years ago
Thank you for the information and data. Unfortunately, it is not completely clear from the provided documents. I can see 2 realized payments from your bank account made on April 23, 2022, and 3 deposits in the casino account transaction history. Moreover, there is a detailed bank statement for the payment made at 18:58. Nothing else pointing to the same about the other payment.
Therefore, I would like to wait for the casino's response and other details.
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2 years ago
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Yes, there are other payments on other casinos. What was done on Iwildcasino is that of 400 € at 19.58 / 16.58, of which I have also sent the detailed transaction.
In the other photos instead there are all the deposits accounted for in those days, therefore also on other casinos.
The offending payment is the one made on 23/04 at 16.58 of 400 €. I tried multiple deposits at Iwildcasino because after the first one didn't go, I tried again, but having only € 400 left in my account after they took those, the others couldn't go through. I am sending you the account statement of that day plus the transaction in detail
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2 years ago
Dear iWildcasino Team,
How many successful and verified deposits were made by the player to the casino account on April 23, 2022?
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2 years ago
In the meantime, Guglielmo, can you please try to contact your bank with the above-mentioned payment details and let us know about the results of an investigation?
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2 years ago
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I have a receipt that that payment was successful from the bank and was also accounted for. Mine
bank approved the payment.Automatic translation:
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2 years ago
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I have a receipt that that payment was successful from the bank and was also accounted for. as you can see, the bank has consented to the transaction in question, for them it was successful, consenting to the payment. The bank is Buddybank Unicredit, you can talk to them by sending these photos, they will tell you that they correspond to a duly made payment. They told me the transaction went well and they can't do anything, it's the casino's responsibility
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2 years ago
You already provided us with these screenshots several times.
In the provided photos, there is not any information about the owner of the payment method, nor any bank account details. I am referring to photos with a list of transactions taken from another device. Moreover, you sent us only one Buddybank detailed bank statement about the realized transaction. If there were 2 successful payments, we need 2 bank statements like the one you provided us with. And, we would like to see also a complete transaction history from your casino account. Not only part of it.
Are you able to ask your bank's Customer Support to look at the situation on their side and perform an in-depth investigation using the details provided by the casino? We would like to see an official statement from your bank. Currently, there is no other option for how we could move forward.
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2 years ago
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I can send you the statement, but the bank says that's all they can give me
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2 years ago
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You can speak to the bank, Buddybank by Unicredit.
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2 years ago
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I sent you everything the bank could give me. The receipt of the recorded payment, I don't know what to do anymore
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2 years ago
Yes, please, send me all information provided by your bank. And, if you have not done it yet, please contact your bank with the details from the casino above, as I advised you.
I am afraid I cannot contact your bank. Banks can provide personal data only to the bank accounts' owners.
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2 years ago
Dear iWildcasino Team,
I would appreciate it a lot if you could answer my question directed to you about successful deposits.
We are looking forward to hearing from you.
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2 years ago
Dear Guglielmo and Branislav,
I provide you with information about all deposits made by the player on our project.
Please let me know if you need anything else.
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2 years ago
Greetings all,
Thank you, iWildcasino Team, for your reply and information.
Dear Guglielmo,
Now it is clearer. If I understood it correctly, only one payment made on April 23, 2022, was successful.
So, as I already stated above - I recommend consulting your bank as soon as possible. I am sorry, but the data you provided us with is not sufficient.
We would like to see an official statement from your bank. Currently, there is no other option for how we could move forward. It does not matter if you have a confirmation of this payment. It is necessary to see, in the bank account transaction history, that the balance after deducting this amount was decreased and also that the amount was not credited back to the bank account later. Explain the situation to your bank and provide them with the data which we received from the casino.
Are you please able to ask your bank's Customer Support to look at the situation on their side and perform an in-depth review using the details provided by the casino (the data stated in the casino's post from May 9, 2022, in this complaint)?
You have to contact your bank, it has to be done by you.
Once you will have any news or an official statement from your bank, please, let us know about the results and feel free to send me all information to my email (branislav.b@casino.guru), or post it directly here with your reply. Your cooperation is more than necessary for this matter.
We are looking forward to hearing from you soon.
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2 years ago
Dear Guglielmo,
Is there any progress on your issue? Can you please provide us with an update? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.
We are looking forward to hearing from you.
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2 years ago
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Thank you very much, iWildcasino Team, for providing information and cooperation.
Best regards,
Branislav, Casino.Guru
