The player from Bulgaria had deposited 30 BGN via a cash terminal and received a receipt, but the funds were not credited to his account. After multiple follow-ups, the casino initially cited a technical issue, then stated that the case had been forwarded for review, yet the funds remained missing after two days. The issue was resolved when the player confirmed that the deposit had been refunded by the casino. The complaint was marked as 'resolved' in the system.
WinBet Casino IT - Player’s deposit is delayed.
Amount: 30 лв
WinBet Casino IT
Safety Index:Very highSafety Index
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9.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
I deposited 30 BGN via a cash terminal and received a receipt for the deposit, but the website did not credit my account.
I contacted them via chat and they responded that they were experiencing a technical issue. An hour or two later, they told me there was no problem, but the money was still not in my account. I contacted them again, and they said the case had been forwarded to one of their departments and would be reviewed, but now it's the second day and the money is still not there.
Automatic translation:
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2 months ago
Dear Alabalaa,
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, 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.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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2 months ago
Translation
Hello, today at noon, my deposit was refunded by winbet
Automatic translation:
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2 months ago
Dear Alabalaa,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
