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On December 29, I wasn't allowed to deposit through my card so I transferred 750€. The money was immediately taken from my bank but is still pending in my gaming account until today. I have filed a complaint, but the only response I received was to wait. The deposit was supposed to be instantaneous and I couldn't play. My money just vanished! It's an awful situation and I am at a loss for what to do next because they are not responding to me!

El día 29 de diciembre al no dejarme depositar con la tarjeta transfiero 750€ los cuales se me descontaron en el momento en el banco pero en la.cuenta de juego está pendiente hasta el día de hoy,reclamo y no me dan respuesta solo que espere,cuando el depósito era en el momento y no pude jugar y mi dinero se esfumó! Fatal todo no se qué hacer porque encima no me contestan !

Dear Natybe,

Thank you very much for submitting your complaint. 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 that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit 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?
• Please forward your payment receipt to petronela.k@casino.guru. 

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

Best regards,

Petronela 

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 joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Thank you very much for your concern, this issue bothers me, it is a lot of money, I never thought they would do this to me, my bank told me that the transfer is made on top of it, it is from the app that is done, not from the bank, so there is nothing they can do, the money came out in the moment, I have already sent the receipts, thank you very much.

Muchas gracias por su preocupación,me tiene mal este tema es bastante dinero nunca pensé que me harían esto mi banco me dijo que la transferencia está hecha encima es desde la app que se hace no desde el banco así q nada pueden hacer el dinero salió en el momento,ya he enviado los comprobantes, muchísimas gracias.

Hi Natybe,

Thank you very much for the forwarded screenshots:

Was there a particular document requested from the casino that could assist in the investigation to trace your funds?

They didn't ask me for anything, what's more, they don't respond to my emails. I'm going to send you the certificate that the transfer bank sent me, because they told me that the money was sent and yes, exactly at the moment it was deducted.

No me pidieron nada,es más no me responden los mails le voy a enviar el certificado que me envió el banco de la transferencia,porque ellos me han dicho q el dinero fue enviado y si exactemte en el momento descontado

I completely empathize with your frustration, Natybe. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 15 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

Dear Natybe,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.