The player from Germany has deposited money into his account but the funds seem to be lost. Player’s complaint has been resolved successfully.
Slotty Vegas Casino - Player’s deposit has never been credited to his casino account.
Amount: €20
Slotty Vegas Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello, I paid / debited 20 euros via Trusty almost 24 hours ago, but have not yet received this amount on my gaming account. And that's not the first with Trusty! The supporter in the chat was very friendly, but Slotty Vegas cannot give me an exact answer how long and why I have to wait.
I am very dissatisfied with this service. I would like a goodwill of 10 euros for the delay, which will be counted towards the bonus. So the 20 euros + 10 euros (goodwill) + 200% bonus = 90 euros instead of 60 euros, please.
It cannot be that these problems keep recurring, my money is debited, but no service is provided to me! That is almost a fraud and equates to stealing!
Automatic translation:
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3 years ago
Dear Daniel,
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, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
Could you please advise if you have contacted your payment provider already? If there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.
As I mentioned earlier, if a deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not a receiver.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Dear Daniel,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Daniel, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
