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

The casino is a deposit and playing casino, I made a deposit of 40 euros and it went from the account but I still could not get to the casino but it always asked to log in again and I contacted the chat and they promised to contact me by email once the matter is clarified. Today I tried to go to the casino again and got in but the balance seemed to be zero.

A moment ago I tried to go again but slandered that my account was closed

and when kusyin from chat said my account has been copied.

Dear Asko,

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 your bank account or credited to your casino account.

Could you please advise which payment method you have opted for? Please forward your payment receipt along with any relevant communication to petronela.k@casino.guru.

Do I understand correctly that you have been accused of opening multiple accounts?

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

Best regards,

Petronela

I can no longer check with the casino to see if the money has been credited to the account.

I don’t understand how I’ve been able to open multiple accounts, how it’s even possible.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past? 

Regarding your misplaced deposit, could you please forward your payment receipt? Thank you very much in advance.

To my knowledge, no one has opened my ip address.

i moved to a new address about 1.5 years ago, could that be the reason.

Thank you very much, Asko, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Asko,

I looked at your complaint and will do my best to help you. I would like to invite Premier Casino into this conversation. Casino, can you please specify why did you block the player’s account and what is the problem with his deposit?

The money will be returned to your account today but it would be interesting to know

why my account is closed.

Hello Asko,

First I would like to apologies for the inconvenient caused. 

I have reviewed your case in details and here is what happened: 

You have made your registration, using the standard registration form. I can see that you get your first deposit bonus and played with your balance. Soon after your registration, we have changed from standard registration option to direct PnP registration in order to make our customers experience better. However in your case that caused some issues. When you came back to play on 3rd of August, and made you first deposit via PnP, in order your PnP deposit to be matched with your initial account you had to make a one time confirmation via email (sent by us) so we can be sure that both accounts are yours. However at that time we were experiencing some technical issues which leaded to you not receiving your confirmation email and not seeing your money in your account. This issue is currently solved. We have resent to your this confirmation email so you won't have issues in the future.

As you already mentioned, your last deposit was refunded as it should be. Please confirm that everything is fine from your end with this refund.

Additionally I checked and can confirm, that your account was never closed or blocked, all the issues were related with that confirmation email that was not receive from your end.

Please excuse us once again for the inconvenient caused.

Best Regards,

Premier Casino team

Dear Asko,

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.

What information is in question, I have not received any message.

Dear Asko,

The casino stated that your last deposit was refunded. They've asked if everything is fine from your end with this refund.

Yes, I am happy with that.

Dear Asko,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru