The player's deposit did not arrive for unknown reason. The complaint was closed as the player stopped responding.
Play Boom Casino - The player's deposit did not arrive.
Amount: €100
Play Boom Casino
Safety Index:LowSafety Index
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4.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I deposited 5 times 100 euros in the period from 20-21.04 100 euros at the casino.
I was credited 4 times the money and once not.
When I addressed the chat I was told that the transaction had been canceled and would show up in either my casino account or my bank account in 1-3 days.
I repeat: it was confirmed that the transaction was canceled and no money was credited to me.
Then today I asked again where my money was because I couldn't find 100 euros in either my bank account or my casino account and I was told that the money had already been credited to my casino account. What can't be.
I showed the screenshot of the supposedly canceled transaction, which was previously confirmed as canceled by the chat, and now suddenly I was told that this transaction had been credited to my account.
Which didn't happen.
I would like the case to be reviewed.
I upload all screenshots of the transfers here.
The transfer, which in my opinion was not credited, is noted accordingly.
Automatic translation:
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1 year ago
Dear Saint90,
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 which takes approximately one month. In these cases, 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.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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1 year ago
They told me on the 20.04. that it normally takes 0-3 days or they will add the money to my casino account. The money is still not on my bank account nor on the casino account. its clearly the fault of the casino in my opinion,
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1 year ago
Translation
The casino now claims I gambled with the money. But that can't be. I made 5*100 euro deposits, 4 of which were credited to my casino account.
The chat had previously pointed out to me several times that the deposit was aborted and canceled and I should expect the money in 0-3 days, now I am suddenly told that I have already gambled away the money?
Something here makes absolutely no sense. How can I have lost the money if the transaction was canceled?
I ask that a casino representative reports here and clarifies the situation.
I only expect my casino balance to be checked after the respective deposits and then it quickly becomes clear that it has not changed with a deposit and has remained at 0.
That's it, it would be that easy to solve here. Just checking my balance after depositing and maybe assuming that the casino's system made a mistake here.
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1 year ago
Translation
I REPEAT HERE AGAIN. IT SEEMS THAT THERE IS AN ERROR IN YOUR SYSTEM. I HAVE BEEN TOLD AGAIN THAT THE MONEY HAS ALREADY BEEN CREDITED TO ME. BUT THIS WAS NOT THE CASE. I HAVE BEEN ASKED SEVERAL TIMES TO CHECK MY CASINO BALANCE AFTER EVERY 100 EURO TRANSFERS. IT WILL THEN BE VERY EASY TO SEE THAT AFTER A TRANSFER MY CASINO ACCOUNT BALANCE REMAINED UNCHANGED AT 0.
THIS IS THE ONLY THING I WANT FROM THE CASINO. THE CASINO SHOULD ONLY CHECK WHETHER AFTER THE 5* 100 EURO TRANSFERS IN THE PERIOD FROM 20.04 - 21.04. THE ACCOUNT BALANCE OF MY CASINO ACCOUNT HAS BEEN DETECTED WITH 100 EUROS.
IT SHOULD NOT BE CHECKED IN THE SYSTEM IF THE DEPOSIT WAS SUCCESSFUL. PLEASE ONLY CHECK MY CASINO BALANCE, IF IT HAS CHANGED OR REMAINED AT 0 EURO.
I CANNOT EXPRESS IT CLEARER.
BOOM CASINO LARGELY IGNORES MY EFFORTS TO ALERT YOU TO A SUSPECTED FAULT IN THEIR SYSTEM THAT COULD BE VERIFIED WITH A SIMPLE BALANCE CHECK AFTER TRANSFERS.
Please please please help me... I'm just being completely ignored.
Edited
Automatic translation:
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1 year ago
Dear Saint90,
Did you provide all the payment confirmations to the casino which would prove that you did deposit 5x 100€?
If yes, could you please provide us the proof as well together with your casino balance and betting history?
Please forward it to nikolas.b@casino.guru.
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1 year ago
Hello Saint90,
Thank you for the e-mails but unfortunately the deposit proof won't help us as it does not show whether the money has arrived to the casino or if you have played with it.
As you mentioned the betting history is long, isn't it possible to export it as excel file directly from the casino page?
Also what does the deposit history shows in your casino account - are all 5 deposits as approved there?
