The player from Canada has deposited money into her account, but the funds seem to be lost. We rejected the complaint because the player didn't respond to our messages and questions.
Dear Steve,
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? Which payment method you have used?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela