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​Event Summary:

On 09/12/2025, I made three separate deposits of 25,000 TRY each (Totaling 75,000 TRY) via Bank Transfer. Two of these deposits were credited, but one (25,000 TRY) was never added to my account.

​Process Evidence:

I have been in contact with their support since 10/12/2025 under Ticket #10626788. Despite providing every possible proof requested, including:

​Official Bank Receipts (PDF)

​E-signed Official Bank Statements

​Video Evidence (Recording the mobile banking login and transaction details as requested by their agent 'Latif'),

​The operator has now closed the ticket claiming "timeout" (zaman aşımı) and stating that verification is no longer possible. A "timeout" is not a valid legal or financial excuse for a documented bank transfer. This is a clear attempt to seize my funds.

​My Account Information:

​User ID: [hidden by Casino Guru]

​Registered Email: [hidden by Casino Guru]

​Ticket Number: [hidden by Casino Guru]

​Disputed Amount: 25,000 TRY

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you used the same payment method for all three of your deposits?
• Can you see the uncredited transaction in your bank statement?
• Is the uncredited transaction visible in your casino account’s transaction history?
• Have you contacted your payment provider to confirm whether the transaction was successfully delivered to the recipient?
• When was the last time you communicated with the casino regarding this issue?
• Have you made any additional deposits to this casino since December?

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

Best regards

Veronika

Dear Veronika,

​Thank you for your assistance. Here are the answers to your questions regarding my case (Ticket ID: 10626788):

​Have you used the same payment method for all three of your deposits?

Yes, I used the exact same payment method for all three deposits made on 09.11.2025.

​Can you see the uncredited transaction in your bank statement?

Yes, the transaction is clearly visible in my bank statement. I have an official e-signed receipt and bank records proving the successful transfer of 25,000 TRY.

​Is the uncredited transaction visible in your casino account’s transaction history?

No, it is not visible in the casino history, although the funds were successfully deducted from my bank and delivered to the recipient.

​Have you contacted your payment provider to confirm whether the transaction was successfully delivered to the recipient?

Yes, I have confirmed it with my bank. The transfer was completed successfully. I have all the e-signed documents to prove this.

​When was the last time you communicated with the casino regarding this issue?

I contacted them as recently as yesterday. Shockingly, the support team told me that since they no longer use that specific payment method, my transaction would "no longer be investigated." This is unacceptable, as the deposit was made when the method was active and they have already received my money.

​Have you made any additional deposits to this casino since December?

Yes, I have made additional deposits since that date using other methods available on the site.

​The local support is trying to evade responsibility by using the change of payment providers as an excuse to seize my 25,000 TRY. I hope you can help me resolve this.

​Best regards,

Thank you for your reply. Could you please clarify whether you made the deposits in November or December, as you mentioned two different dates in your previous replies?

Please forward your bank statements covering the period from the month when you made these three deposits up to the present day to veronika.f@casino.guru.

Also, do you have any evidence confirming that the third deposit was successfully sent to the casino, considering there is no record of it in your casino transaction history?

The investment was processed in December,09.12.2026 and all three payments were successfully transferred to the recipient, as evidenced by the transaction receipts. Please find the account statement attached; additionally, the supporting documents have been forwarded to you by email."

Thank you for your reply. The bank statement you sent me does not include any transactions made in December 2025. I can see only the transactions made in April and May 2026. Could you please double-check if you sent me the correct document?

Dear Nrktl53,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru