Playoro Casino - Player's deposits not credited.

I registered in March, and during the deposit phase, amounts are deducted but not credited. After numerous chats, sending records, etc. even chats where I was told that within 5 days they would have been refunded — and all this since March 23, nothing yet to date. Every time I've returned to the chat, there's a new operator who checks everything again and then asks you for the same documents already sent to the previous operators. The operator (see attachment), confirmed to me on April 6th that the sums would have been disbursed within 5 days, but instead there's been total silence.

Dear massimorns,

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 deposits have 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.

• Please forward your payment receipts 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 

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear massimorns,

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.

no accreditation issued, no message beyond you, their silence continues, documentation requests sent three times. I await accreditations

Hi massimorns,

I regret to learn that your deposited funds have not yet been credited to your casino account. Before we reach out to the casino on your behalf, could you please send us your bank statement from the date of the deposits until today? This will serve as evidence that the funds left your account and were not refunded.

Thank you.

No credit received and play gold in chat repeats the same things, we are checking and always the same response since March 26th. Their silence says it all. Speechless. They are not even legally attackable, I asked for certified e-mail and they don't give it and they continue to make me write to a support email, where the automatic response always reads the same answer: "SUPPORT WILL GIVE YOU ASSISTANCE WITHIN 24/48 HOURS, but without specifying month or year

Hello massimorns,

I'm sorry to hear that your deposited funds have not been credited to your casino account yet. Before we proceed with contacting the casino on your behalf, could you kindly provide us with your bank statement from the date of the deposits until today? This will help us gather evidence to demonstrate that the funds left your account and were not refunded.

Thank you.

No refund received.

Hello massimorns,

Please review my two previous responses and try to assist. It's important to note that we cannot move forward with this case without the requested bank statement. This is our final reminder.

Could you please provide your bank statement from the date of the deposits until today? This will aid us in gathering evidence to illustrate that the funds exited your account and were not refunded.

Thank you.

I congratulate you for your stubbornness, but it's clear that they don't respond to you either. For the moment I have not received anything and 69 days have passed without any response.

Hi massimorns,

I've requested your bank statement three times, but unfortunately, it hasn't been provided. I've explained the necessity of this document for moving forward with the case.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint.

Thank you for your understanding.