The player has deposited money into his account, but the funds seem to be lost. We rejected the complaint because the player didn't respond to our messages and questions.
Deposited £40, it was taken three times and not credited to my account. Have sent three emails, bank statements, transaction details etc, three weeks later they are still checking with their payment provider. No reply to emails, useles customer service agents who just keep fobbing me off. Tried calling customer service, no answer for 25 minutes so far.
Dear Colin,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that none of those 3 deposits haven’t been credited to your casino account? Was this your first attempt to make a deposit?
Also, have you tried contacting your payment provider? If your deposit has never been credited to your casino account, the first thing we recommend our players is to contact their payment provider, as this is a standard procedure, and the provider's investigation might be quite helpful in this situation.
Looking forward to hearing from you.
Best regards,
Kristina