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

On Friday, July 9, at about three o'clock in the afternoon, I deposited 30 euros through Danske Bank through the Trust. In the final stages when I was accepting the deposit the page went stuck and no money was transferred. I immediately made another deposit and it went the same way. They had disappeared from the account. Trusty has not returned the money. I emailed the casino with a picture with the captures. From there came pretty quickly the information that in order for us to investigate the matter we need contact information etc. On Saturday morning I sent a new email. It was answered on Saturday night, stating that they see the two deposits being processed and asking for patience until they get them processed. On Sunday morning, I replied to this email and stated that I was not happy. Nothing from there was answered. A new email about it later on Sunday. Still no one has answered why it takes. The money has not been transferred to the gaming account, nor to the bank account. It is now Monday morning and it is 08.16.

Dear Sari,

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

Dear Sari,

Has there been any news regarding this case? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject 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.