Kraken Casino - Player’s deposit has never been credited to her casino account.

I paid for a rush deposit via BTC on Wednesday morning at 2am…it is now Saturday afternoon at 4:45pm, and they have-very rudely and ignorantly refused to credit my account, or refund my money. It’s sad that a supposed casino has to steal $10 to make it. To me it is more about the principle than the dollar amount (obviously-it was only $10). They refuse to let me speak to a manager, and have cut me off from chatting with the ‘customer service’ rep. I am so angry I can’t see straight! It’s $10 dollars!!! I mean, come on!!! I’d be more than happy to submit our conversations regarding this, but I’m currently not able to contact an operator 🤔!

Dear Jdplymale1977,

Thank you very much for submitting your complaint and forwarding relevant screenshots. 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, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you have been provided a unique one when opening the account? Was it your first deposit in this casino?

Meanwhile, I have checked the payment limits on the website, and this is what I found (here):

"Payment policy

Available currencies:

In our online casino you can run accounts in the following currencies: USD, EURO, RUR, BTC. You can change the account currency in the Finance tab of your Account

Minimal amount of deposit is usd 5 /euro 5 /rub 100. Minimal amount of withdrawal is usd 10 /euro 10 (to EUR and USD cards from 25$) /rub 700."

It means that the issue is not in the minimum deposited amount. Have you deposited any funds into this casino using the same payment method in the past, please? If there's anything else that you'd like to forward to me, my email address is 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 

Dear Jdplymale1977,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.