The player from Sweden had encountered a problem while trying to deposit funds using a new payment processor. The transaction had failed, and there was a discrepancy as to where the funds were - the casino claimed to have rejected the deposit, while the player's bank insisted the casino was holding the money. The player had also reported difficulties in reaching the casino's customer support to resolve the issue. We had advised the player to wait for the transaction to clear, which could have taken up to a month, and not to deposit any more funds until the issue was resolved. We had extended the complaint's timer to allow time for the transaction to clear, but the player did not respond to our messages and questions. Consequently, we had to reject the complaint due to lack of further information.
WinLegends Casino - Player's deposit is missing.
Amount: 2,000 kr
WinLegends Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
I have deposited many times without a problem, this time I noticed it was a different payment processor, african Broadpay Zambia, (WARNING?) and the money was drawn from my account and after 5 sec the transaction screen said "Transaction failed". Now Winlegends claim they have rejected the deposit and my bank claims Winlegends are holding it and that they have to accept or reverse it. Winlegends support is hard to reach but they claim its my bank thats homding the funds. Stay away from casinos using African banks!
21 Euro was my deposit
200 euro is what I want for the 6 hours i had to engage in this, and the headache caused Inc. the deposit.
Dear Doobz,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider, which you already did. Manually clearing the transaction might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account, or returned to your bank account.
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
It is because they use african bush banks with no security. Time to pay back.
Sure, the money will probably come back. But Winlegends blames my bank but it's wrong. I have been in contact with Broadpay Zambia and that is where the error lies.
I can't think it's ok anywhere that you should lie around with money for a week or more over something you yourself have not caused? Zero responsibility has been taken here.
I fully understand your frustration, Doobz. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 21 days to allow the transaction a full month to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.
