The player from the United Kingdom has deposited £20, but the amount never reached the gaming account. Despite numerous emails and chats with customer service, the issue has not been resolved and they're continually asking for more time.
Deposited £20 as was dubious with site. Took my money from bank but it never hit my gaming account. Multiple emails/online chats but keep getting told ‘we need more time’ and ‘we’ve sent the financial team a reminder and they will send me an email’
Dear zog2551,
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 that 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.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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.
Hi.
I’ve sent the information you have requested in the form of a bank statement and the screenshot from my mobile banking.
I completely empathize with your frustration, zog2551. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 9 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.
Thank you, zog2551, for your understanding. I will check back with you in a week.