Libra Spins Casino - Player’s deposit delayed.

I wanted to make a deposit of 100 SEK into my casino account, but after signing the transaction, the money was deducted from my bank account but did not appear in my casino account.

I contacted support, and they asked for a receipt, which I emailed to them. After that, they mentioned that the problem would be resolved within a few days, but it has now been two weeks.

I have requested a refund.

Dear fardowsoabdullahi40,

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 that 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. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Please forward your 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 

It was my first deposit and after these I have not made any deposit .

I have sent my receipt on the email you sent.

I completely empathize with your frustration, fardowsoabdullahi40. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 18 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

Dear fardowsoabdullahi40,

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.

I was waiting for you to solve my problem I would like to get my money back. I have been waiting for support for so long. Thanks

Hi fardowsoabdullahi40,

I'm sorry to learn that there hasn't been any progress since July 15th. Could you kindly share your bank statement, highlighting the deposit? The statement should cover the period from the day of the deposit until now, providing evidence that the funds left your account without being refunded.

Thank you.

Dear fardowsoabdullahi40,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.