HomeComplaintsZinkra Casino - Player’s deposit has never been credited to his account.

Zinkra Casino - Player’s deposit has never been credited to his account.

Amount: €40

Zinkra Casino
Safety Index:Above average
Submitted: 20 Jul 2022 | Case closed : 07 Sep 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player has deposited money into his account, but the funds seem to be lost. The complaint was rejected because the player didn't respond to our messages and questions.

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2 years ago
Translation

I put money on the shield through the bank and could not play. Since I could not see this money on my balance sheet, there was always a demo Andrei

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2 years ago

Dear andreipruss8,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Kristina

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2 years ago
Translation

I heard you. I'll call the bank.

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2 years ago
Translation

The bank can't help

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2 years ago
Translation

How can I return the money

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2 years ago

Thank you for your reply, andreipruss8. I would like to ask you to provide this information:

  • official statement from your bank (a letter, or an email) regarding this situation,
  • deposit receipt - if there are many other transactions displayed, please mark the one that has not been processed successfully,
  • screenshot of your cashier history from the casino.

You can send everything to kristina.s@casino.guru.


Moreover, have you tried contacting the casino regarding this issue? If there is any communication between you and the casino, please, forward it as well. Thank you very much.

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2 years ago

Dear andreipruss8,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

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2 years ago
Translation

I emailed you one of those translations.

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2 years ago

andreipruss8, I have received your emails, but not only you have not provided all information that I have requested, but all of it is in written form. Could you please send me everything in a different format? A screenshot would be a much better option. Also, please check my message again, and provide all information that I have listed. Thank you in advance.

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2 years ago
Translation

I say again, I transferred money from the bank account that I sent you and he didn’t even let me go to the casino, I transferred 20 ye again and everything happened again. I can’t provide you any more information, only what I sent you

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2 years ago
Translation

yesterday Zinkra Casino came again to look at my account, suddenly the money still came and he again did not open my account and demanded that the money be transferred to their account first.

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2 years ago

I am sorry, but I am not sure I understand your 2 last messages correctly. Has your casino account been blocked? Moreover, I still have not received all the required information. Please, provide it, as this is evidence is essential for us to proceed with our investigation. Thank you in advance.

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2 years ago
Translation

Listen to me carefully. I’m telling you, I transferred money to the casino’s wallet, but you can’t go into it and I don’t see money on my gaming wallet, because it won’t let me into my account.

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2 years ago
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I'm trying to login via smart-AD.

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2 years ago
Translation

And my brush can't be blocked since I never played

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2 years ago

andreipruss8, I apologize, but I still have not received the required information. Please, send me a screenshot of the deposit receipt from the deposit that has not been credited to your casino account as well as a screenshot of your cashier/deposit history, so that we can see that the deposit really has not been credited.

Please understand that this evidence is crucial in cases like this and we are not able to move forward without it. Thank you in advance.

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2 years ago
Translation

I don't have these screenshots. I sent you a bank transfer that I transferred money to them. And I can't go to the casino, I've tried everything I can.

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2 years ago

Please note that you have not provided any valid evidence of the bank transfer. The written email message with copied information is not legit proof. Please, forward me a screenshot of the transaction from your payment method, or bank statement in PDF (please mark the missing deposit there).

If this is not provided, we will reject your complaint. Thank you for your understanding.

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2 years ago

Dear andreipruss8,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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2 years ago

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

The player can reopen this complaint anytime.

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