The player from India has deposited money in to his account, but the funds seem to be lost. We rejected the complaint because the player didn't respond to our messages and questions.
I deposited 1500 inr on 18/06/2020 the amount is debited from my bank account but not credited to pure casino account.
Dear Ashish,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward a receipt of the transaction? My email address is petronela.k@casino.guru. Have you tried to communicate this issue with the payment provider? Ideally, you could forward any relevant communication.
However, 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 process which takes approximately one month. In these cases, casino has its hands tied.
Nevertheless, I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Thank you very much Ashish for forwarding the payment receipt. Have you tried to communicate this issue with the payment provider? Ideally, you could forward any relevant communication too.