The player from Luxembourg had deposited 21.12€ through a Visa card for her first play in the casino, but the funds were not reflected in her casino account. Despite the casino's promise to resolve the issue via email, the problem persisted. The player had confirmed the deduction from her bank but failed to provide the requested communication with the casino within the allotted timeframe. Therefore, we could not investigate further and had to reject the complaint.
SlotGems Casino - Player's deposit not credited by casino.
Amount: €21
SlotGems Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 days ago
Public
Public
1 month ago
Translation
I made a deposit of 21.12€ through my Visa card on 04/04/21. This amount was also debited from my Visa card, a screenshot of which I sent to the live chat. My statement reads "POS CHAPIN GUATEMALA". They simply say that the money has not arrived and the matter has been escalated to the appropriate department. They told me that once they find a solution, they will send me an email.
Automatic translation:
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Public
1 month ago
Dear Chanty2,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Please, could you clarify if you have tried contacting your payment processor regarding this issue?
- Was it your first deposit in this casino?
- Please could you forward the payment receipt and any relevant communication to tomas@casino.guru?
Please note the file you uploaded seems damaged, and cannot be opened.
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,
Tomas
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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Public
4 weeks ago
Translation
Hello Thomas,
No, I didn't contact my bank, but the money was debited.
Yes it would have been the first >deposit with a bonus of 100%
I am sending you the debit note as an attachment
Best regards
Chantal
Automatic translation:
Public
Public
3 weeks ago
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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