N1 Casino - Player’s deposit has never been credited to her account.

Εκανα την πρωτη προσπαθεια καταθεσης αλλα εβαλα λαθος ημερομηνια ληξης της καρτας. Μολις απορριφθηκε εβαλα τη σωστη οπου τραβηχθηκαν τα χρηματα κανονικα και μου ηρθε και pop up επιβεβαιωσης οτι τα χρηματα πιστωθηκαν οπως και email απο την viva wallet και ειδοποιηση απο την τραπεζα. Στην σελιδα εμφανιζεται μονο η απορριπτεα συναλλαγη και οχι η δευτερη που εγινε 1 λεπτο μετα. Επιμενουν οτι δεν την βλεπουν και πρεπει να περιμενω 10 μερες και αν δεν επιστραφουν τα χρηματα να ξαναεπικοινωνησω εγω μαζι τους.

Dear elmat1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Kristina

Ενω τους εχω προσκομισει ολα τα επισημα εγγραφα απο την τραπεζα αρνουνται να προχωρησουν τη διαδικασια του ελεγχου με την τραπεζα για επιστροφη χρηματων.

elmat1, have you already contacted your bank as I suggested in my previous message?

Yes i have contacted them

Could you please forward any official statement (such as a letter or email) from your bank regarding this situation to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear elmat1,

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.

Σας εχω στειλει μειλ οπως ζητησατε στο kristina.s@casino.guru

Thank you very much. Could you please also forward me any relevant communication between you and the casino?

Ok i just sent it to you. Please check.

Thank you very much elmat1 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello elmat1,

I will assist you with the complaint from now on. I went over the details of the case and I'll do my best to help. First I would like to ask the representative of N1 Casino to join the conversation in order to help us resolve the issue.

N1 Casino,

Could you explain what has been done to locate elmat1's deposit and refund it? Do you need any additional information from elmat1, in order to proceed with the investigation?

Hi,

We got an answer from a payment provider and credited the deposit to your account.

You may already check the funds, we believe that the dispute is resolved.

Sorry for any inconveniences caused.

Hi, there is not any refund issued yet.

Money refunded in the casino website. I withdrawed it. Thank you casino guru.

Hello elmat1,

Do I understand correctly your withdrawal of funds was already processed and the money reached you? May we consider the issue resolved?

No, they rejected my withdrawal.

Sebastian 02:13 μμ

Θα θέλαμε να σας πληροφορήσουμε ότι η τελευταία σας ανάληψη απορρίφθηκε. Όλες οι καταθέσεις χωρίς μπόνους (ή εάν κάποιο μπόνους ακυρώθηκε) πρέπει να ποντάρονται τουλάχιστον μία φορά πριν αιτηθείτε ανάληψης. Ευχαριστούμε για την κατανόηση!

elmat1,

Do I understand correctly you wish the deposit to be refunded? Did you ask the casino for a refund of your deposit?

Ναι και απορριφθηκε γιατι πρεπει να πονταρω τα χρηματα εστω μια φορα μετα απο 1.5 μηνα ταλαιπωριας κοντα. Επισης μου ζητανε ξανα φωτογραφια της χρεωστικης μου καρτας που ηδη εχουν.

N1 Casino,

Could you explain if elmat1 is eligible for a refund under current circumstances? What is required from her so that her funds can be refunded?

Money were refunded to my bank account. Thank you for your help.

Dear elmat1,

I'm glad to hear that the refund was granted and processed already. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.