Plaza Royal Casino - Player’s deposits have never been credited to her casino account.

So I’ve made two deposits which haven’t been credit to my casino account but both have been taken from my bank.. I’ve written 4 emails and tried to speak on live chat but all being ignored.. One of these deposits made on Thursday 27th October at 21.59pm for £11.00 + 28p fee

the other was made on Friday 28th October at 11.19am for £10 + 25p fee .. It’s been extremely frustrating not being able to talk to someone at the casino to sort this out so would be very grateful for your assistance.

Dear Jassyjoo12,

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 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 located and refunded back to you or credited to your casino account.

Could you please advise if they were your first deposits in this casino? Please forward your payment receipts along with any relevant communication 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 

Hi I sent you an email yesterday with photos of the transactions from my bank and the casino I hope you received this

Thank you, Jassyjoo12, for your email. Could you please advise if you contacted your bank already?

I have and they said to contact the casino… I must mention that one of the deposits has now been added to my casino account (£11one) but not the £10.25 so still working on that one

Thank you very much, Jassyjoo12, for the update. I fully understand your frustration. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 22 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Thank you I appreciate your help

Hello, I wanted to let you know that my £10 has been credited to my casino account today.. Many thanks for offering to help with this matter

Hello since writing asking for your help it’s happened again I am now out of pocket by £90 this casino really needs to look into it’s deposit system as it does work 100% it’s pot luck if your deposit reaches your account.. I’d be grateful for your help please as I can’t afford to lose this money

Could you please forward your payment receipt to petronela.k@casino.guru? As I mentioned earlier, the investigation is a lengthy process and your payment provider (bank) should be part of it. Therefore, I suggest contacting them as son as possible.

Hi and thank you again for your advice I have a list of all the deposit transaction numbers I

will certainly be getting in touch with my bank as well as you. I have sent a final email through the casino system with this list and awaiting their response but knowing what I’ve sent previously I’ve sent not getting replies I will give them a chance

Hello Jassyjoo12,

Have there been any developments since our last conversation, please? 

No I’ve tried to speak with my bank but because there are so many lost transactions it’s difficult as I would have to do each one of £10.25 individually to total £130 and the cashier No has not bothered to reply to any of my emails

I have yet another problem which is bothering me with this casino I won £550 and have not broken any casino rules so not had any bonuses, all my ID has been accepted and I was only wagering in 50p bets but they are not paying me this withdrawal. A couple of days ago I had another win for £100 which was sent to me so I’m not sure what the problem is.

I really am at my wits end with this casino there is just no response to any kind of contact no live chat ever works and emails get ignored how on Earth do I solve this issue

Let's get back to missing deposits, please. Do I understand correctly that all the transactions from your screenshots have been unsuccessful? For future references, I strongly advise you not to deposit any more funds once a deposit wasn't credited to your casino account.

yes that’s correct and I do believe the casino has blocked my emails and live chat because I get absolutely no response at all.. All live chat it’s day less than a min to respond and I wait 30 or more with no luck .. I’ve tried so many time

I see. Could you please forward screenshots of all the unsuccessful payment receipts to petronela.k@casino.guru at your earliest convenience? Thank you in advance.

Good Day to you,

I am over the moon as today all my deposits have suddenly appeared on my casino account I guess it must of worked though the system .. Thank you so much for offering to help with this I really appreciated you being there.. Many thanks

Great news. As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Jassyjoo12, for your cooperation and 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