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I credited my account with the amount of 50,000 rubles on December 17th. The money has not been received. The investigation has been going on for 12 days instead of the promised 3 days.

Пополнил баланс на сумму 50 000 рублей 17 декабря. Деньги не поступили. Разбирательства дляться 12 дней вместо обещанных 3-х.

Dear jungllena,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GET-X Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please provide supporting evidence regarding your missing deposit?
• Please share your deposit confirmation, deposit history screenshot from your player's account, and communication with the casino to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Sent

Отправил

Dear jungllena,

Thanks for providing me with the information.

• Has your deposit been credited since your last post?
• Has the casino informed you about the results of its investigation of the issue?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

1. No
2. No. They probably don't even know.
3. Judging from the dialogue with them, they are not even aware of the complaint. I think this is ignorance on their part.

1. Нет
2. Нет. Они даже скорее всего не в курсе
3. судя из диалога с ними, они даже не в курсе жалобы. Я думаю это игнор с их стороны.

Thanks for your reply.

Please understand your communication with the casino regarding the issue is necessary for us to decide on how to best assist you.

Please share your communication with the casino regarding the missing deposit to my email at tomas@casino.guru I apologize for the inconvenience.

Sent

Отправил

Thank you very much, jungllena, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello jungllena,

I am so sorry to hear your deposit hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a GET-X Casino representative to join this conversation and participate in resolving this complaint.

Dear GET-X Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

What withdrawal are we talking about? I wrote a complaint about the fact that the deposit was not credited to the casino balance

О каком выводе средств идёт речь ? Я писал жалобу по поводу того, что депозит не был зачислен на баланс казино

Hello jungllena,

I have edited my initial message to avoid confusion. Thanks for the heads up.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru