This Is Vegas Casino - Player’s deposit has never been credited to her account.

I made a deposit a month agoi. It got canceled but took my money. I raised a dispute but i still didnt get it back.. All the customer support say that i have to wait.. Ive been waitting for a month! I did get a bonus because of the issue but still.. They keep saying that i will get a response soon every week...

Dear Ksavera,

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 process which takes approximately one month. In these cases, casino has its hands tied and that’s the reason why you’ve been offered a bonus while the investigation is carried.

Nevertheless, I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Hi. I contacted my bank and the said the money is with the casino and the cant do anything.

Dear Ksavera,

Could you please forward the payment receipt? My email address is petronela.k@casino.guru. Thank you very much.

Hello. I sent you all the screen shots. However i keep getting it back it sais the email dont exist...

Thank you very much Ksavera for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Okay thankyou

I would like to ask This Is Vegas Casino to join us and explain why did the player's deposit did not appear on her balance.

Hi everyone.

Yes, we are aware of this case. The funds have not been confirmed as received by the processor, but we are definitely on the player's side. It seems to be an out-of-the-ordinary situation where a card payment is denied at the casino end, funds deducted, but the processor is unable to receive the funds from the banks involved. We have been pursuing a definite answer from the processor but their investigation is ongoing. That said, our Finance Department has just sent this email to the player:

Hi Ksavera,

Management is looking into this case. The processor is unable to locate and confirm they received the funds. As the funds have not been confirmed as received, we have been unable to issue a refund or credit your account.

We will be glad to add the money into your account manually for now. If the deposit gets eventually confirmed, you will be credited and you will *not* have to repay the money we added today.

We apologize for this long delay. It is unusual for us to see the processor take so long to confirm the reception of funds.

Your account has been credited with £ 35 (the disputed deposit amount) plus we added a £ 25 Loyalty Token for the inconvenience (to be claimed in the cashier). 

Best regards,

Finance Dept.

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We hope the player will find this as a satisfactory resolution. Our apologies for the delay.

Sincerely,

Oliver ****

Casino Host

Dear Ksavera,

Can you please confirm that you have received the money the casino gave you? Is there anything else we can help you with?

Dear Ksavera,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.