The player from Germany deposited 20 € via Visa, which has been deducted from his bank account. However, the casino claims it did not receive the funds.
I deposited 20 € via Visa on March 1, 2024. The casino claims it did not receive the money, but it has been deducted from my account.
Dear Hoberznik,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Is this your first deposit into the casino?
Have you tried contacting your payment provider regarding the lost deposit?
Kindly forward any relevant communication between you, your payment provider, and the casino customer support to 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 Hoberznik
Sorry you faced the troubles.
We can see that our experts are already working on your case. Even though it's a little complicated, since the latest documents you've provided do not exactly indicate the disputed transaction ID.
Nonetheless, we are already in contact with the PSP.
Regards