Winsly Casino - Player's deposit is not reflected in the account.

I made a deposit of 380 euro to Winsly 29/12-2023 through direct bank transfer. The money was sent immediately but I didnt receive it on my account. I made a couple of deposit before and after this without any problem.

I have been waiting more than 5 banking days and I sent two emails and been chatting with the online but I get no reply through my e-mails.

I sent them a bank statement that shows I sent the money. I tried to upload the bank statement herr but I couldnt.

Dear Johny,

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.

• Could you please advise if it was your first deposit in this casino?
• Please forward your 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 

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Thanks for the reply. Here I got some screenshots. The thing is that they told me that I should wait up to five business days. When the payment was done I updated the page instead of waiting. I think that its a "glitch" which I pointed out to them. I have been gamling for a long time and this happens very rare and If it happens its solved quickly. But of course I can wait like they said but now I get no reply at all and its been more than five business days since it happened.

This case has finally been solved. Thanks.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Johny, for your confirmation, and please don’t 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,

Petronela

Casino.Guru