The Pokies Casino - Player’s deposits were not credited to his account.

Several deposits that weren't credited to my account, first was told it was my bank withholding funds, then told to wait a week for them to be refunded, then sent bank statement showing payments and they admitted the fault was on their end and they'll investigate, now I havnt heard from them for 2 weeks and not even live chat will respond to my msgs

Dear Snoozeyalooze85,

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 that 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. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Please forward your payment receipt 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 

No it wasn't my first time depositing, these deposits that didn't get credited happened between ones that did!! It's a shame because I've played this casino for a few yrs now an never had any trouble depositing with them before, also have made several LGE withdrawals over this time an held this casino to be quite reputable, So this happening is a shame. They've admitted the fault is on their end and reckon they're investigating, but since then live chat won't respond at all, and the ticket no. I got for my complaint no1 is answering anything on that either

So today I finally got a response email and on the live chat, but I wasn't on the chat at the time.. so I guess it wasn't 'live'. They said they're waiting for a report from their payment provider(s) They told me when I first complained that it was my bank and to wait at least a wk Afta the transaction was not pending in my bank account and the funds should 'bounce' back, which they did not. My bank approved the transaction and so did their payment provider, it was their site that declined the funds being credited for what reason I do not know. Like I said, NEVER in the whole time I've played on this site have I had a problem

Hi Snoozeyalooze85,

If I understand correctly, there are still deposits that haven't been credited to your casino account. Could you please send the payment receipts for those missing transactions?

Thank you.

These for your eyes only? Or to post/share? Just so I know what to block out if I have to

Hi Snoozeyalooze85,

You have my assurance that I will not share those transaction payment receipts with any third party.

Thank you.

Dear Snoozeyalooze85,

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.

So I was credited $100 5 days ago.. with an email that said sorry for the delay... Blah blah blah.. glad this is resolved... WHAT?!? Still 7 more deposits to fix.. I've emailed straight back an no reply for 5 days. Each email sounds very automated

Hi Snoozeyalooze85,

• Could you please forward payment receipts with visible dates and ID transaction numbers? You can forward them to petronela.k@casino.guru.

Thank you.

Hi Snoozeyalooze85,

We are currently investigating the internal circumstances and will provide you with additional information and next steps shortly. Thank you for your patience.

Player claims that he made multiple deposits totaling up to $900. We addressed one of these by refunding $100 for a missing deposit. The player, however, said that there are other unresolved deposit issues. In order for us to investigate further, we have sent an email to the player yesterday requesting for receipts and bank statements for the other missing deposits. We are currently waiting for player's response.

Dear Snoozeyalooze85,

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.

Said there's other deposits?! Look above for yourself!! I sent every failed transaction through and a bank statement from that period and now 2 months later you want a statement again showing 2months of my bank transactions.. None of that has anything to do with you and I already sent the statement from that period and every transaction that failed. I havnt been refunded anything or I wouldn't bother chasing it up. Do you even read what has been sent?? Took 2 months to credit 1 failed transaction which was only the last failed deposit and you say it's been resolved when Ive said from the start there was 8. I've had multiple ticket numbers since then cauz no1 answers for a cpl of weeks. CUSTOMER SERVICE IS POOR.. I'm a gold VIP member, not that I'd know by this treatment. I'm actual over all these emails I've had to send just to get what is owed.

Hi Snoozeyalooze85,

I regret to learn that your deposited funds have not yet been credited to your casino account. Before we reach out to the casino on your behalf, could you please send us your bank statement from the date of the deposits until today? This will serve as evidence that the funds left your account and were not refunded.

Thank you.

That was over 2 months ago!! I was told by the casino that if it wasn't refunded by 2 weeks after the deposit to contact them. They credited the last $100 that was a failed deposit, if that was credited means I wasn't refunded it, therefore it would be obvious that the ones before that weren't refunded either. I know some ppl are scammers and try for things like this but 2 months of them making excuses and coming up with new reasons why they can't or why they havnt is a scam itself!! I've sent them all the relevant information several times and for them to only credit the last failed deposit is unprofessional and lazy for them not to investigate every transaction I sent. Seems every email is another excuse or avoiding doing what they should've done from the start, instead of blaming my banks security, when they said from the first 2 deposits they seen it was failed on their end and had to investigate with their payment partners where the money is. I should not have to do this over and over with numerous ppl that have emailed me, WHEN THEY SHOULDVE DONE IT ALL WITH RHE RELEVANT INFORMATION THAT IVE ALREADY SENT!!

I was reluctant in sending any kind of statement from my bank, but I did, an now they want over 2months of my personal transactions.. that's none of anybody's business. Unless I was refunded in the first 2 weeks which I wasn't or I wouldn't be going through this for this long, but I'm actually over all the bullshit dodging doing their job

Hi Snoozeyalooze85,

I apologize, but to proceed with this case, we require substantial evidence that the funds were deducted from your account and never returned. A bank statement would serve as undeniable evidence that you never received a refund of your lost deposits.

Thank you.