Zoome Casino - Player faces issues with Neosurf voucher deposits.

X 2 neosurf vouchers are pending

they say it takes 24 hours but as you see there is still one pending since July today I tried again and they have told me it takes 24 hours

this should not be the case .. I have never had this problem with neosurf vouchers at all any where?

I just want to know where my money has gone .

Dear mishrina0811, 

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 approximately one month. 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, 

Veronika

Dear mishrina0811,

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.

Ah ok I see

I have checked the status of my vouchers they are all honoured by neosurf .

they are no longer viewing as credit in my neosurf account so I thought there was an issue on the casino side

seems the money is now lost in limbo

I have recently used a neosurf voucher with the same casino with no issue at all

i can’t see why my payments are pending and why they have not been honoured

that’s disappointing to say the least

thank you for your efforts though

Please send me the deposit receipts as well as your bank statement from July up until now to veronika.l@casino.guru. Thank you very much.

Dear mishrina0811,

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.

Hi

i will try find the bank statement that shows the transaction It may be tricky as there were many

is there an alternative?

It is necessary to have the deposit receipt, otherwise, it will be impossible to track it and confront the casino.

The bank statement showing the transactions for the last few months will also help us investigate if the money that has not been credited to your casino account was returned to you or not.

Dear mishrina0811,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.