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Hello! I made a deposit on April 5 with a bank card. Fiat RUBLE. On the same day he filed an appeal. 5 days later. They ignore me, answer according to the template. What you need to wait 24 to 72 hours. It has already been 120 hours since the deposit. I was asked to provide a screenshot from the bank, a bank statement with a deposit. I provided it all. I was told that if the deposit is not received by the morning of Monday, April 10, then I will need to contact them. Today I applied and they again ask me for documents, although I recently provided them. They rarely answer in chat. Terrible Casino

Здравствуйте! Я сделал депозит 5 апреля с банковской карты. Фиат РУБЛЬ. В этот же день подал апеляцию. Прошло 5 дней. Меня игнорируют, отвечают по шаблону. Что нужно подождать от 24 до 72 часов. Прошло уже 120 часов с момента депозита.Меня просили предоставить скриншот из банка, выписку из банка с депозитом. Я это всё предоставил. Мне ответили если депозит не поступит до утра понедельника 10 апреля то нужно будет обратиться к ним. Сегодня обратился а они опять у меня просят документы, хотя их недавно предоставлял. Отвечают очень редко в чате. Ужасное казино

Dear jungllena,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. 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, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing 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? Have you contacted your bank already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Yes, it was the first deposit in this casino. The name of the payment system is unknown to me. The casino responds very rarely and often simply ignores. The bank in this case will not be able to do anything, since it was a p2p transaction. It was a fiat transfer and the bank will not return them to me under any circumstances. So there is no point in negotiating with the bank

Да, это был первый депозит в данное казино. Название платежной системы мне неизвестно. Казино отвечает очень редко и зачастую просто игнорирует. Банк в данном случае ничего не сможет сделать, так как это была p2p транзакция. Это был фиатный перевод и банк не будет не при каких обстоятельствах мне их возвращать. Так что с банком нет смысла вести переговоры

I fully understand your frustration, jungllena. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 21 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

The deposit has been credited. Complaint can be closed

Депозит зачислен. Жалобу можно закрывать

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, jungllena, 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