Win Diggers Casino - Player’s deposit has never been credited to her casino account.

Joined the site tonight deposited 200 euro first off, took no bonus...

had a feeling the games were fake because one of my favourites i play all the time just wasn't the same. I just knew.

Deposited another 200 it gets lost in the system. Online help was good I can't knock that but now there telling me I have to wait (my mental health is not great) till tomorrow, well 24 hours to find out where my 200 which i authorised in my banking app has gone. Sent them screenshot of the transactions out my bank..... will I get my money?

Fuming to say the least.. Then i read there is wagering on my first 200 deposit. I don't take bonus's. I jus want my money back.

Dear rachelgould67,

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 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 credited to your casino account.

Could you please advise which payment method you have opted for to deposit funds into your casino account? Please forward the payment receipt to petronela.k@casino.guru.

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

Best regards,

Petronela

Yes I am on to it.

Thank you.

I have sent the bank verification of payment sent.

Thank you so much for your help.

I really am in a state, I have so many complaints to submit. Is this allowed. I mean untold complaints from where i am being ignored, i ask for accounts to be blocked but they still take my money (casino60) they never even reply.

I really need some help.

Rachel.

I have sent the casino the documents they asked for today. Selfie with passport/bank card ect

They say the finance team need to look at it.

Then they tell me to go online chat to get it resolved quicker. I went online chat the minute the payment never showed up.

please see the online chats:

THE CHATS ARE SO LONG THERE GOING OVER THE ACCEPTED AMOUNT OF CHARACTERS. I COULD EMAIL THEM TO YOU. PLEASE ADVISE.

The online chats go over 14000 characters. Could I send via an email or something? It's important you can see how there treating me.

I fully understand your frustration, rachelgould67. 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 30 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 positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Thank you for your help.

I really appreciate it.

Rachel

Bank said funds were paid and I have provided proof of the transactions.

Please bear with me another 21 days as this is a lengthy process to locate your deposited funds and return them either to your bank account or to credit them to your casino account. I will check back with you in three weeks. Thank you in advance for your patience.

Ok. I understand.

Many thanks.

Rachel

Still nothing.

Thank you very much, rachelgould67, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.  

Thank you.

Hello rachelgould67,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Win Diggers Casino to join the conversation and participate in the resolution of this complaint.

Dear Win Diggers Casino,

Can you please advise what may have happened to the player's missing deposit? Can it be tracked in some way?

Kind regards,

Adam

Thank you. It left my account but never added to casino and never returned to bank.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear rachelgould67,

I have tried to contact the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand that this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I am sorry I could not be of more help.

Kind regards,

Adam