The player deposited money using AstroPay, but the money wasn’t credited to his casino account. Because the player stopped responding to the complaint and we also believe that this problem was caused by the payment provider we rejected this complaint.
Thebes Casino - Player is experiencing a problem with his deposit.
Amount: $425
Thebes Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Deposit more than 15 days ago, through astropaydirect, and they never credited me, I contacted thebes and they told me that the problem is astropay, I contacted astropay and they notified me of the deposit (via bank statement) and they asked me to tell the casino to communicate with them that via internal transaction they have a way to solve the problem, for all this I kept sending emails to the casino to different accounts that they sent me via chat, but they never took charge, they always ask for more things to verify identity (which was approved) and I have already sent the extract more than 18 times. They keep saying that the waiting time is 24 hours maximum, when I've been with the problem for more than a month. I think I lost my money, it is an irresponsible and murky casino. Please refrain from Betting there.
Automatic translation:
Public
Public
4 years ago
Dear Rodrigo,
Thank you very much for submitting your complaint. I’m very sorry to hear about the problem you are experiencing. It looks like this is a fault of the payment provider, but I will try my best to help you. Before I contact the casino, could you please send me the statement of AstroPay regarding this issue (kristina.s@casino.guru)?
Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
4 years ago
Hello Rodrigo,
thank you for a reply. Things like this can occur sometimes. If the casino didn't receive the money, it is not their fault and there is nothing the casino can do about it. I am so sorry that this happened to you, but we have to wait until the casino or payment provider found out where your money is.
We will give this a few more days and then I will try to contact the casino. Could you keep me updated in the meantime, please? I would love to know if there is anything new with your case.
Please be patient.
Public
Public
4 years ago
Translation
I have been giving you several days do not you think much anymore? I think this is already a fraud
Edited
Automatic translation:
Public
Public
4 years ago
Hello,
Thank you for reaching out to us!
We were very sorry to hear about this situation, however we have checked and regrettably the transfer never reached us. Unfortunately there is nothing we can do to assist in this case.
Should you require any additional information, please do not hesitate to contact us, we are available 24/7.
Kind regards,
Thebes Casino
Public
Public
4 years ago
Translation
The proof of payment is made, show them the documentation and always give different answers. It would be easier to take charge and go, since the money in your accounts is entered as you can see.
Edited
Automatic translation:
Please disable your AdBlock