N1 Casino - Player's deposit not credited to the casino account.

I made a deposit of 14.50 euros at N1 casino on November 11, and even though the funds have been deducted from my bank, they never reflected in my casino account. After multiple attempts at contacting them via live chat, I decided to verify with my bank or payment processor that sent me the payment confirmation. They assured me that the N1 casino has indeed received the funds. I have sent them all types of documentation through their chat, and all they keep saying is "we apologize" but don't provide any clear answers from their relevant department. It's been 10 DAYS NOW, and they have not sent me a single email. I figured I'd try my luck here, before contacting the EEEP for an official complaint yet again. I've waited long enough...

Dear dorakiosse,

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 

I have re-deposited through him. Their website is the first time I have experienced this, the money did not enter the account, it was not credited even for a moment. Of course, since then I haven't deposited again. I have contacted my bank they can't do anything I have sent the receipt and the transaction number.. it is unacceptable. The bank can't do something or the company just took the money they don't see that it never entered my account so hard is it?

I completely empathize with your frustration, dorakiosse. 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 17 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. Meanwhile, please forward your payment receipt to petronela.k@casino.guru. 

Thank you for your patience and understanding in advance.

Dear dorakiosse,

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.

The problem has been solved after almost a month the money got into my n1 account

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, dorakiosse, for your confirmation, and please don’t 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.

Best regards,

Petronela

Casino.Guru