The player deposited money into his account, but the funds seemed to be lost. Therefore, the player requested the payment method provider to cancel the payment, but nothing was credited back to his payment method. The casino informed us that there was an issue with the payment method used, and after a few weeks, the deposit was credited to his account, which was confirmed by the player. The complaint is resolved.
Slothub Casino - Player’s deposit has never been credited to his account.
Amount: €250
Slothub Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Dear Sir or Madam of Casino-Guru,
I ask for your help in my case, because I can't get any further with Casino Slothub or AstroPay. I'm in touch with them.
I wanted to deposit EUR 250.00 at Slothub on 02/11/2023. I used a transfer with Astropay as a means of payment. The money was also debited from my house bank account at my savings bank, just like with an immediate transfer. After the casino didn't receive the credit and the chat employee informed me that deposits can take a long time at AstroPay, I canceled the process on the Astropay APP. This was also confirmed to me. However, I did not get the money back to my bank account. The money is not available at the casino and Astropay either. I was only informed that the money was with Soft Maya Ltd. was booked. Slothub Casino claims they never received the money and Astropay claims the payment was cancelled. Everyone blames the other party. Of course I would like to finally get my 250.00 euros back and feel cheated by Astropay and Slothub. I will send you screenshots and proof. Please try to work this out with the casino.
Thank you in advance for your efforts. Questions gladly.
Greetings
Andrew B***
S*** Street 7a
3*** B***
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear Brandyy111,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you canceled the deposit before it was credited to your casino account? Have you made any successful deposits before? Did you receive any transaction ID from the payment provider?
If there is any other relevant communication between you and the casino, or you and the payment provider, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Thank you very much, Brandyy111, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hello, Brandyy111,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Slothub Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Slothub Casino Team,
Could you please look at the player's issue and help us to resolve it? Is the casino able to perform a deep investigation regarding the matter with the responsible casino departments, and inform us about the outcome?
Thank you in advance for providing the necessary information.
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1 year ago
Hello,
Unfortunately, due to some issues with Astropay, we see that the player has a problem with their payment.
The issue has been resolved and the player's balance was added about a few days ago.
Kind regards,
Slothub
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1 year ago
Thank you for the update and good news, Slothub Casino Team!
Dear Brandyy111,
Can you please check your gaming account and confirm your deposit was successfully credited to your balance?
Looking forward to hearing from you.
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1 year ago
Dear Brandyy111,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.
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1 year ago
Translation
Hello, I have now received a credit of EUR 250.00 from Slothub.
Thank you very much for your efforts.
Best regards
Automatic translation:
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1 year ago
Great news, Brandyy111!
Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.
Thank you, Slothub Casino Team, for your cooperation.
Best regards,
Branislav, Casino.guru
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