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Hey. Deposit to stack casino € 22 with quick deposit. I already had IDs there but I hadn’t logged in when I made the deposit. Once the deposit was completed, I never saw my money again. Not with a gaming account, nor with my own bank account. I sent the matter if the screenshot on the live chat side, but always just reply that it is under construction and we will inform you by email. On Saturday they said in a chat that we can’t deal with the matter when the banks closed so on Monday the matter will be taken care of. So today, on Monday, I asked about it so I couldn’t promise when the matter would be taken care of so I start to doubt a bit that they had no intention even today to find out about it and whether there is a willingness to even find out at all.

Hei. Talletin pinokasinolle 22€ pikatalletuksella. Minulla oli jo tunnukset sinne mutta en ollut kirjautunut sisään tehdessäni talletuksen. Talletuksen valmistuttua en koskaan enää nähnyt rahojani. En pelitilillä, enkä myöskään omalla pankkitilillä. Lähetin asiasta jos screenshotin livechatin puolella, mutta aina vaan vastaavat, että se on työn alla ja informoimme sähköpostilla. Lauantaina sanoivat chatissä, että emme voi käsitellä asiaa kun pankit kiinni joten maanantaina asia hoidetaan. Tänään siis maanantaina kysyin asiasta niin ei voinut luvata millon asia hoidetaan joten alan vähän epäilemään, että heillä ei ollut tarkoitusta edes tänään sitä asiaa selvittää ja onko halukkuutta edes selvittää ollenkaan.

Dear Joonas,

Thank you very much for submitting your complaint and forwarding your payment receipt. 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 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 located and refunded back to you or credited to your casino account.

Could you please advise if you contacted your bank already? If there’s any relevant communication, please forward it 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 

Dear Joonas,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.