Slotastic Casino - Player's deposit failed but funds were removed.

Received promo email from Slotastic so I went to make a LNBC deposit I copied the address made the transfer and I watched them receive it,Those who deposit with LNBTC know when payment is received the receivers website will auto refresh and your funds will be applied but that was not the case after the auto refresh nothing applied chat told me the payment failed? So my funds were removed I watched you receive them but it failed? I sent the screen shots of transaction where it was sent and they refused to credit my account these same people have no problem giving out free chips but won't credit someone who clearly made a payment? So now I'm waiting for a deposit department that's most likely going to tell me to kick rocks and I will be out $35

Dear Rbarnes23, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Than

k you it's just hard for me to wrap my head around if I'm showing the proof of payment why make me the customer suffer over something so small? I will attach the screen shots

Thank you for the screenshots. Before we get in touch with the casino, would you be so kind and forward me the bank statement starting from the day you deposited to the casino? We need to check if the money was returned to your account or not. My email address is veronika.l@casino.guru.

Hey Veronika I'm not sure how you would like to close this case the reason I say that is eventually days and days later the funds were posted to my account BUT that being said when I made the deposit I had attached a deposit bonus promo to it which did not post, So I didn't touch any slots I reached out to customer service and they told me I would not be receiving my bonus in my eyes that is unresolved if I make a deposit based on a deposit bonus promotion that is what I should receive I was mislead my funds were mismanaged they admittedly made a mistake when they tell me "Good news! We found your deposit!" But don't honor the promotion, If anyone else reads this please stay far away from slotastic.

I'm glad your deposit was at last credited to your account. Regarding the bonus, I understand your perspective, but it's important to note that each casino has its own unique bonus policy and reward system. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply.

If you're unable to activate this type of bonus, there is likely a specific reason for it. However, we do not investigate these reasons further and we cannot compel casinos to provide specific bonuses to you.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear Rbarnes23,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hey Veronika sorry I didn't see you had replied, I definitely understand you need to close the complaint and you do not investigate bonuses but I would just like it noted that it was a Christmas promo code that I applied with the deposit they mismanaged the deposit made me wait for days then whoever added the funds didn't bother to check that a promo code had been applied in the first place again had ai not received the promo offer in the first place I wouldn't have made the deposit so it may be at the casinos discretion but it definitely is not right and is the equivalent of a shady bait and switch you don't offer a customer something and then take it away simply because of your casinos own incompetence. but yes the situation is over with and closed stay far away from Slotastic haha.

I understand your dissatisfaction. I'm sorry we could not be of more help on this occasion. This complaint will now be closed. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.