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

I deposited 400 euros from my skrill wallet on the 27th Nov. The money left skrill and went to Hero Gaming (got email confirmation and shows in my transactions). However it did not credit my simple casino account.

I contacted simple and they said to wait 48 hours. Then they said there had been an issue with their payment gateway and auto refund have been done. I opened a skrill ticket and they told me it should of been refunded instantly. Simple casino said it would take 3 days. They have refused to give me any kind of transaction number or refund number to take to skrill.

Currently the money is completely missing and simple casino have not helped at all.

Dear Des,

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 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 lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit anymore funds until the issue is sorted.

It’s quite usual for withdrawals or refunds to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account.

Please keep me updated and if there’s no development by Thursday next week, we will intervene. Thank you in advance for your reply.

Best regards,

Petronela 

THURSDAY NEXT WEEK?

That's not acceptable.

Skrill have confirmed it should be immediate and Simple said it should of been reverted back into my account by yesterday.

IT HAS NOT BEEN PUT BACK INTO MY SKRILL.

It is not a withdrawal. It is an auto refund which should of been credited by now. Simple have confirmed it should of been done by now.

Did you even read my complaint?

Dear Des,

Yes, I have read your complaint. I haven’t said anything about withdrawal. I mentioned that it’s quite usual for withdrawals or refunds to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Could you please advise if you have received any confirmation or a tracking number from the casino that your funds have been transferred? Looking forward to hearing from you.

Dear Des,

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.

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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.