WinLegends Casino - Player's deposit is not showing up in the casino account.

I made a deposit of 120 euro with Mifinity but the money never arrived at my casino account. I have all proof necessary and even a conversation with Mifinity customer support where they confirm that the payment was succesfully processed. I have sent all this to the casino but they claim they never received the money.

This deposit was made 2 months ago but they have still not solved the problem and are now ignoring my e-mails.

I made the deposit to activate a 120% bonus at the casino and I also have this promise saved in a conversation transcript, so if this issue is solved it is important that the casino also honours this promise.

Dear santiagomm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Was it your first deposit in this casino?
• Please could you forward the payment receipt and any relevant communication to tomas@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

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.

This was not my first deposit there. I had made other ones earlier.

I have now sent you 2 e-mails with proof.

Thanks for the help!

Thanks for your messages,

Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I have sent 2 conversations now.

Thank you very much, santiagomm, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello santiagomm,

I am so sorry to hear your deposit got lost. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a WinLegends Casino representative to join this conversation and participate in resolving this complaint.

Dear WinLegends Casino,

Could you state why the player's deposit got lost?

Thank you in advance for providing the information.

Dear Stefan,

We have investigated with the payment system and found a transaction that was not credited to the casino account. 

Dear santiagomm,

We are very sorry that it took us such a long period of time to find your transaction, but it took us some time to thoroughly investigate this incident with the payment system. 

Your deposit has now been credited to your casino account, and we have notified you via the e-mail address you provided when you registered your account. 

Sincerely,

Winlegends Casino Risk Department.

I can confirm that the deposit and bonus are credited to my account. Thank you all

Dear santiagomm,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan

Casino.Guru