Woocasino - Player’s deposit has never been credited to her account.

i made a card deposit via my saved payment method on the 17th and the money was immediately taken from my bank account - but to date, remains marked as ‘pending’ by woo casino and has not been credited to my player account. Since then, I’ve tried to resolve the issue several times, both by contacting their live chat and my vip manager, to no avail. My bank has confirmed the the success of the transaction and has provided both system trace and approval ref no. And I have not been able to progress my issue with woo casino beyond the initial investigation stage and are simply told to "be patient."

Dear Meepmeep12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In such cases where a deposit has never been credited to the player‘s casino account, we usually recommend contacting the payment provider. Since you’ve already done that, would you be so kind as to forward any relevant communication between you and the payment provider (your bank) to kristina.s@casino.guru? Alternatively, you can post it here. If there is any other relevant communication between you and the casino, please forward it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

Thank you for responding so quickly, I would appreciate any advice/assistance you might be able to give me, on this matter.

I’ll forward the email trail between woo casino and myself and also, any live chat transcripts I have avail. Let me know if you need me to clarify any aspects of the issue, for you. 🙂

Thank you for your reply, Meepmeep12. Unfortunately, I have not received the communication between you and your bank. Could you please forward it to me?

Hi Kristina,

I’ve forwarded the information again, twice. And included the casino’s response to the initial email I sent you, which I had cc’d their email address, for transparency.

please confirm receipt at your earliest convenience.

no resolution to date.

thanks

Meepmeep12, I did not ask you to send me the same documents again. I asked you to send me a conversation between you and your bank confirming that the deposit was processed successfully from your bank's side and it has not been withheld by an intermediary bank. It can be in a form of an email or an official letter from your bank.

Why is a bank statement not sufficient evidence of the payment?

If your deposit has never been credited to your casino account, the first thing we always recommend is contacting your payment provider. Although the bank statement is sufficient evidence of the payment leaving your bank account, it doesn't confirm that the transaction was successfully processed and transferred to the casino's bank.

The official confirmation from your bank that everything went well from their side is essential for our investigation because if these funds got stuck in an intermediary bank, your bank is the only one who can trace it and return it to you. Even if we asked the casino for their help with an investigation of this deposit, they would most likely ask you to first contact your bank.

So please, do so as soon as possible so that we can proceed with this complaint. Thank you for your understanding.

Please note - the casino finally credited my deposit today. As such, pls close this complaint case.

Dear Meepmeep12,

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,

Kristina

Casino.Guru