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Hello, on December 29th I deposited 100 euros on the site, which were taken from my bank account, but did not end up in my account on the site. The site has asked me for a statement of the transaction several times, but they have not given me an answer as to what is happening with my money. More than 20 days have passed and the amount has still not been refunded to me in any way.

Dear vinsan,

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 confirm the method of payment you used for the deposit (e.g., credit card, bank transfer, e-wallet)?
• Was this the first time you used this method to deposit on the site, or have you successfully made deposits with it before?
• Did you receive any confirmation from your bank or payment provider about the successful transfer of funds to the casino?
• Additionally, we kindly ask you to forward a copy of the payment receipt or transaction statement that includes the transaction ID 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 vinsan,

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 to 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.