Videoslots Casino ES - Player’s deposit has never been credited to his casino account.

Income made to verify account which gives as a failed deposit but it is deducted from the bank account. I have sent several receipts for the payment but data is missing according to them. And they don't give me any solution.

Dear Francisco,

Thank you very much for submitting your complaint and forwarding your payment receipt. 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 as you did already. They need to investigate, but bear in mind, that it’s a lengthy process which 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 located and refunded back to you or credited to your casino account.

Could you please advise if it was your first deposit attempt in this casino? Have you contacted your bank already, ideally, they should be part of the investigation.

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

Best regards,

Petronela 

Hello petronella thanks for the help in advance. If it was the first deposit and if I contact the bank and they tell me that they have charged it as it was paid with a debit card.

I fully understand your frustration, Francisco. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 21 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay 

Hello Francisco,

Have there been any developments since our last conversation, please? 

Dear Francisco,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting 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.

The player can reopen this complaint anytime.