SlotHunter Casino - Player’s deposit has never been credited to her casino account.

On October 25, 2021 I had deposited in slothunter the amount of 20 euros that never arrived at the casino or my money was ever returned. I talked to them but all they did was give me free spins and I had to freeze my account for 6 months. I lost my money and I sent the proof of my deposit to them but complete indifference.

Dear Aikaterinni,

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 deposits have 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 any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account. However, four months is really a long time.

Could you please advise which payment method you have opted for? Please forward your payment receipt along with any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Thank you very much, Aikaterinni, for your email. Could you please advise if you have contacted your bank regarding misplaced deposit?

Additional comments from the player:

"I had sent them an e-mail at the time and their answer was that the amount was deposited in the account. I did not insist on telling them to look for it better later. I froze my account and left it like this. Now a long time has passed since then and I do not know if it is worth entering into a time consuming procedure for 20 euros. I had to move it then but I did not know where to go."

Could you please forward any relevant communication between you and the bank to me?

Additional comments from the player:

"unfortunately I have not kept conversations since then only my bank transfer seems to have deposited the amount in the specific casino"

Dear Aikaterinni,

Could you please advise how would you'd like to proceed if you have closed your casino account already? If your account was still accessible we would contact the casino and ask for some compensation as a goodwill gesture. Please bear in mind if the money never reached the casino, only the sender can track the transaction, not the beneficiary. My advice would be to contact your bank again and ask them to investigate.

Please keep me informed.

Additional comments from the player:

"look, I have not completely closed my account, I can reactivate it, for a few months I froze it, I wish if you could talk to the casino maybe they will find something for the deposit, if nothing happens, I decided not to play in the casino again because my money may be lost again.         I will not talk to the bank because I do not want to enter into a time consuming procedure for 20 euros. If the amount was bigger I would chase it. Thank you for dealing with the issue of whatever happens."

Thank you very much, Aikaterinni, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Lastly, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" button from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated. 

Hello Aikaterinni,

I looked at your complaint and will do my best to help you. I would like to invite SlotHunter Casino into this conversation. Casino, can you please specify what is the problem with the player’s deposit?

Greetings Aikaterinni, and thank you for letting you know about your problem.

While it's hard to specify the exact reason why the deposit failed, it is likely something went wrong on the payment system side.

We are currently looking into it and will keep you informed when there is an update.

Best regards,

SlotHunter Casino

Dear Aikaterinni,

We are glad to announce that your issue has been resolved and the missing deposit is now credited to your player account. As your account is currently under a Cooling Off period, please let us know if you would like to withdraw your money from your balance.

Best regards,

SlotHunter Casino

Additional comment from the player:

"Hello, I would like to inform you that the slot hunter casino credited my deposit of 20 euros that was pending. The issue was resolved and a big thank you to you and the casino that found the problem after so many months."

Dear Aikaterinni,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru