SportPesa Casino UK - Player’s struggling to receive a refund.

I paid 50 euros via paypal only to find out that the slot section does not work. I tried to contact customer service but they don't respond. I attach screenshots of the problem and of the sum loaded.

Dear Brylliant88,

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. Have you played any of your deposited funds, or they’re still untouched inside your account? Could you please advise if your account has been successfully verified already?

Furthermore, if there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I found the solution. In order to get the funds back, I had to close my account after an email response from them. Thank you.

Thank you very much, Brylliant88, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Go ahead and close, they'd rather lose a player than pay back. Thanks in the meantime

Are there any funds being held by the casino?

Dear Brylliant88,

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.

You can close the complaint. Resolved

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Brylliant88, for your cooperation and 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