Pocket Play Casino - Player’s deposit has never been credited to his casino account.

I deposited a week ago to there site and wanted to play but the money Benn taken from my bank acc and still wase showing 000 wallet in casino wallet they they told me wait 30 min after that they said wait 0-5days and money will get back to you. Its been a week now and they told me we didn't get ur money go talk to ur bank. Then I send my bank statement to them they see that money left my bank acc and never been refunded. Its pocket play responsible they never refund my myney basically it disapiere without even hawking chance of gambling them.

Dear Svaika68,

Thank you very much for submitting your complaint and forwarding your payment receipt. 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 as you did already. They need to investigate, but bear in mind, that it’s a lengthy process which 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 located and refunded back to you or credited to your casino account.

Could you please advise if it was your first deposit attempt in this casino?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hi, no it wase my second time depositing I used second deposit bonuse that wase %50 of my deposite I spouse to get 75 euro to play with but at the end I Wase left with nothing

Thank you very much, Svaika68, for the clarification. As I mentioned earlier, if the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account. Given that it's less than 2 weeks now since the unsuccessful transaction (4.2.2022), I will set the timer for additional 14 days and if there's no development by the end of this month, we will intervene. I wish I could be of more help. Thank you very much in advance for your patience.

Hello Svaika68,

Have there been any developments since our last conversation?

Dear Svaika68,

Have you received your deposit? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting 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.