Thor Casino - Player’s deposit is missing.

I deposited 20€ on the 26th of April, I was charged but after a while the deposit was marked as declined. I have not gotten the money back to my bank account or the casino account. I have been in contact with the casino support but they're saying that there has never been a deposit, although i can clearly see on on the history of my account transactions.

Dear nebunto,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please send me the proof of deposit from your bank account? From the screenshot of your casino transaction history, I can see that there were two deposits made on April 26, but only one was successful, the other one was canceled.

Also, please forward me the bank statements for the months of April and May. My email address is veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear nebunto,

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.

I have emailed the info you've requested.

Do I understand correctly that the amount you deposited was 268,09 SEK? Did you make more than one deposit to Thor Casino on that day? Could you please specify the exact amount in the currency you have your bank statements in?

Yes that is correct, I made two deposits on the same day. One was 268,09 SEK. The first deposit was of 249,37 SEK. The deposits was made in EUR of 20€ each with currency exchange rates and fees.

Could you please explain the difference in the deposit amounts since you used the same payment method and you deposited 20€ in both cases?

Have you contacted your bank to track the lost funds? If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

Dear nebunto,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.