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

August 18, I wanted to make a deposit with my banamex debit card and it was rejected. Then I tried with another Santander card, I did it twice thinking that I had not entered and it turns out that the bank did charge me and the casino did not credit me. I have spoken, sent messages and by email and all the documents that you have requested I have sent to you. In all the messages they say that the corresponding department will see my case, be patient, after three and a half months it is time that the department cannot see or conclude my case. That is why I present my case because I consider that there is no seriousness in this casino, I have seen other complaints and if I had seen them before I would not enter that portal to trust them with my money. Hopefully many more people see how many complaints they have and do not fall for the scams that many people have declared in different complaints. I already play in another and zero problems, immediate deposits and not even winnings at the time I ask for them are deposited into my bank account.

Dear Marisa,

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 anymore funds until the issue is sorted.

Could you please advise if you have contacted your payment provider/bank already? If there’s any relevant communication, please forward it along with 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 

Dear Marisa,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.