The player from Germany has deposited money into casino account but the funds seem to be lost. We rejected the complaint because the player didn't respond to our messages and questions.
I made several deposits last night, 100 euros were not credited to my casino account, then I waited, thinking maybe there were delays, so I wait a day, today I deposited again 2 times 30 euros, one of them was not credited, then I got 50 Euros deposited were not credited again and I contacted the support instead of finding a solution, I was told that the missing deposit was not 180 euros and that I should wait 2 hours.
Dear cennetkusumm,
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, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing 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.
Please forward your payment receipts 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