The player from the US had deposited funds into an online casino but had not received their money back after two weeks. The player had also reported unresponsive and rude customer service. We had reached out to the player for more information to understand the situation better and had extended the response time by seven days. However, due to the player's lack of response to our messages and questions, we were unable to further investigate or propose potential solutions. The complaint was therefore rejected.
SlotsPalace Casino - Player experiences deposit refund delay.
Amount: $258
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
Public
Public
8 months ago
I was told to deposit money in order to get my redemption so I did then I was told to deposit $200 I’ve been waiting 2 weeks customer service is not responding and when they do they are very rude to me
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8 months ago
Dear tellbby576,
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.
- Am I correct in understanding that you were requested to make a minimum deposit to verify your payment method before being able to withdraw your free bonus winnings?
- Has the KYC verification been completed already?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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
8 months ago
Dear tellbby576,
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.
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8 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
