The player from Finland had made a €100 deposit at Metal Casino, but the funds were not credited to his game account. He had also experienced difficulties logging into his account. The casino had not responded to his queries through email and live chat. We had requested more information from the player and advised him to contact his payment provider. The player had insisted that the funds had been successfully transferred to the casino. The casino had responded stating that the player's registration was incomplete but they had received the funds. They had processed a refund on January 26th. However, the player did not confirm receipt of the refund and stopped responding to our messages. Consequently, we had to reject the complaint due to a lack of response from the player.
Metal Casino - Player's experiencing deposit issues.
Amount: €100
Metal Casino
Safety Index:Above averagePlayer stopped responding
REJECTED
Case summary
Metal casino don’t answer email and live chat. I make 100€ deposit 2 day and nothing is happened. I think casino is not open but maltas licens?
Dear simonkahkipuro,
Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate? Did you make a deposit, but it hasn't been credited to your casino account?
I will be waiting for your reply patiently.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
I make a deposit and not getting a game account.
I made a deposit and I didn't receive it in my game account and I can't login to the account. It's not coming into the bank account if they don't respond. I believe that this is how the casino cheats customers, because the live chat is never running. The sister casino didn't send a reply even though they promised 24 hours inside.
They dont pay nothing is going so much time 100€ refer can you help answer ask they
Thank you for your reply, simonkahkipuro. 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?
Have you contacted your bank already? Ideally, they should be part of the investigation.
I should contact the bank.? Not because the money went to the casino account. Certainly. But they won't open it or return it. Metalcasino wants me to give up and I can't wait for my money. I believe that they will do the same to other players, and the whole place is not open anymore. How can the rating be 7.8? Can you contact them and they will speed up the process because if I send a message they are not interested. Only a player from whom money was taken and they believe that I will not complain about it
Money is succesfullu i ast trustly no one can do nothong but casino they only need open accoubt or send money back
Could you please forward me the deposit receipt and a screenshot of the deposit history from your casino account? You can send it to kristina.s@casino.guru. Alternatively, you can post it here.
If there is any other relevant communication between you and the casino, please forward it as well.
Hey! I can't log into my casino account. The problem is when they can't log in. The money has moved there. I can't get it from bank or trustly. I should contact the casino but they don't answer and access the account. I haven't broken any rules or done anything. I suspect that this could be a scam from the casino's side. Can you ask them to move forward? They believe you better. thank you
Thank you very much, simonkahkipuro, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello, simonkahkipuro,
I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Metal Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Metal Casino team,
Could you please look into the player's issue and provide us with an explanation? Can you check it with an appropriate casino department(s) or payment provider using the details from the player's screenshots, and let us know about the results of the investigation?
Can you also confirm that everything is all right and fully accessible on the user's casino account?
If it suits you better or is needed, feel free to write to my email (branislav.b@casino.guru).
Thank you in advance for providing the information.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear simonkahkipuro,
Just letting you know that I am extending the timer once again because I am currently trying other ways to contact the casino outside the thread and give it one more chance to help us resolve the matter.
Thank you for your patience and understanding.
Alright, I am back after a longer time with hot news. However, I think it is not so hot because you were likely already informed about the update, simonkahkipuro.
This is the casino's statement:
"We extend our sincerest apologies for any inconvenience caused regarding the unresolved funds in your account. Upon reviewing your case, we see the registration wasn't completed, however, the funds ended with us hence, we awaited confirmation before proceeding.
We are pleased to inform you that your refund was successfully processed on January 26th. We deeply regret any delay or frustration this may have caused.
Please know that every player's satisfaction is of paramount importance to us. We value your patronage and would like to extend our assistance further. We warmly welcome you back to our casino and hope to see you enjoying our games.
Should you have any further concerns or require assistance, please don't hesitate to reach out to our Customer Support. We are here to ensure your gaming experience with us is nothing short of exceptional.
Thank you for your understanding and patience."
Can you please confirm the above-stated, and that your issue has been successfully resolved?
If so, can I consider the matter resolved and close it accordingly, or is there anything else I could help you with?
Looking forward to hearing from you.
Dear simonkahkipuro,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.
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.
Although only outside of the thread, thank you very much too, Metal Casino team, for providing information and cooperation.
Best regards,
Branislav, Casino.Guru
