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

In August 2021 I made 2 deposits to my Sports and Casino account. Both of which were for £500. These deposits were done within a short space of time from my debit card. The casino claim to have received only one of these amounts yet my bank statement clearly shows both amounts leaving my account. The casino have been mostly unresponsive about this but did at some point request proof of the deposits from my end. I supplied screen shots from my bank account but they haven't said anything to me since. I have attached a bank statement showing the transactions (transactions beginning FLW).

Dear felixallen33,

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 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 credited to your casino account. Do I understand correctly that the deposit was placed back in August 2021?

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 

Player's additional comments:

"Hi Petronela,

Thanks kindly for taking the time to look at my case.

Yes, this does date back to 2021 which is some time ago. Due to the unresponsiveness of this casino the situation has dragged on for quite some time and I had pretty much given up a few months ago only to decide to continue my pursuit.  

I don't think I will have any recourse with my bank as it was a debit card transaction where as a credit card might have afforded me more protection. But I will take your advice and give it a shot.

I have also attached some supporting evidence.

Kind regards

Felix"

Thank you, felixallen33 , for your email. Could you please advise which transaction is the disputed one? Please forward a detailed screenshot of the payment with the transaction reference number (not only an overview of all the payments). Looking forward to hearing from you.

Hi Petronela

There are no further details available for me to see at my bank - just what I have provided already. And I cannot tell which transaction went through - as far as I am concerned they both did. They haven't specified which either - only to say they received only 1 payment.

Have you been advised to provide all the bank statements since the incident? If there's any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

I provided the bank statements and transaction screen shots to sportsandcasino.com some time ago

Thank you very much, felixallen33, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@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.  

Thanks kindly Petronela - you are the best!

Hello Felix!

I will take care of your complaint from now on. In order to proceed, I'd like to invite representatives of SportsandCasino.com into this complaint to help us with the resolution of the issue.

Just a quick update. I contacted my bank and they insist that the money is with the beneficiary. Here is what they say:

Thanks for your message.

I'm sorry about any confusion in the previous response. I've checked your

account and I have been able to find the payments you're referring to. From

looking into the payments both of them were made via card. This means that

they would have been directly claimed by the company involved.

Unfortunately this does mean that you would need to take this up directly with

the company. As the payments were made to the requested beneficiary there is

nothing were able to do to claim them back.

Kind Regards

Jack

Dear SportsandCasino.com,

Have you received and looked into the players bank statement with the payments, which he supposedly provided you with the past? According to this list of transactions, we were able to see that his account was charged twice. Maybe this information may be helpful in pursuit of the lost payment.

Hi Jack and Martin! We have received information from the client, yes. But, if he can send all the information once again. We have requested once again for a full investigation in your case. Once we have an answer we will come back to you.

Dear SportsandCasino.com,

For the ease of the process, could you please specify the email address for the player, to which he is supposed to send the aforementioned documents?

Hi. Please send the information to support@sportsandcasino.ag.

Thanks!

Hello Felix!

Have you managed to pass all the payment information to the email specified by the casino?

Hi

Yes, I just sent the documents over. I had sent these to them previously.

Hello Felix!

Thank you very much for your reply. I'd like to ask you to keep us informed about any further movements in the process. We are looking forward for your reply.

Will do

Dear felixallen33,

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.

Unfortunately, we’re forced to reject this case since because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.