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I made a deposit using the details provided by the casino. It has been 6 hours already. I have submitted all the necessary receipts to the casino. However, the casino is ignoring me, promising to resolve the issue quickly, but now they are not responding to my messages at all! Please take action!

Совершил депозит по данным мне казино реквизитам, прошло уже 6 часов. Все нужные чеки предоставил в казино. Но казино игнорирует, обещает решить вопрос быстро, а теперь и вообще не отвечает на мои обращения! Прошу принять меры!

Dear yakuboveldar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Hello dear Thomas. Unfortunately, this operation you are talking about cannot be completed. Since the payment method was used according to SPB, the P2P system, so the bank will not help here. Although in fact it fulfilled its function. I provided support with a statement with all completed and successfully completed transactions, in which the problematic payment is present, in the amount of 11,000 rubles.

Здравствуйте дорогой Томас. К сожалению данную операцию, про которую вы говорите, невозможно совершить. Т.к платжный способ использовался по СПБ, системой P2P, так что банк тут ничем не поможет. Хотя по сути он свою функцию выполнил. Я предоставил в поддержу выписку со всеми совершенными и удачно завершенными транзакциями, в которой и присутствует проблемный платеж, на сумму 11000 рублей

Dear Thomas, now the case has turned out as follows, yesterday evening a letter came to the mail from the support service, allegedly my account was banned for violating paragraph 9.8, for some fraudulent actions. Thus, I assume that the casino wants to illegally appropriate my funds. Please help me with this matter.

Уважаемый Томас, теперь дело обернулось следующим образом, вчера вечером пришло письмо на почту от службы поддержки, якобы мой аккаунт забанен за нарушение пункта 9.8, за какие-то мошеннические действия. Таким образом предполагаю, что казино хочет незаконно присвоить мне мои денежные средства. Прошу помочь мне в этом деле.

The account was blocked for allegedly forging checks on my part, without any evidence. For my part, I will add that my checks are absolutely genuine, taken from the bank.

Аккаунт заблокирован за якобы подделку чеков с моей стороны, без каких либо доказательств. Со своей стороны добавлю, что мои чеки абсолютно подлинны, взяты из банка.

Hello!

Your account has been blocked for attempting to cheat our project, the evidence has been provided to the forum administration.

Dear casino representatives, why don't you provide me with this evidence? After all, all my payments during the gaming session went smoothly, except for the last one, which is why we have this dialogue open. When I asked you to provide me with the logs, you refused! Although I am ready to provide you with all the necessary evidence that I made the transfer!

Уважаемые представители казино, почему вы мне не предоставите эти доказательства? Ведь все мои платежи во время игровой сессии проходили без проблем, кроме последнего, из-за чего у нас и открыт данный диалог. На мою просьбу предоставить мне логи, вы отказали! Хотя я готов вам предоставить все необходимые доказательства того, что я совершал перевод!

I sincerely do not understand why I ended up in this situation. I have been playing on your project since August and have never been involved in fraudulent actions! So why are there suddenly such accusations against me now?!

Я искренне не понимаю,почему я оказался в такой ситуации. На вашем проекте я играю с августа месяца и ни разу не был замешан в мошеннических действиях! Так почему вдруг,сейчас такие обвинения в мой адрес?!

Dear yakuboveldar,

Could you please share the documents you provided to the casino to prove you made the deposit? Forward the emails you communicated with the casino including files in the attachments.

Could you also please provide a bank statement with the list of transactions from November 13th to November 18th if possible?

My email is tomas@casino.guru

I'll await your reply.

Dear Thomas, I have sent you all of the above to the email you provided.

I would like to add that unfortunately I cannot provide a screenshot with the details of the problematic deposit, because after 5 minutes from the issuance of the details, they disappear. In order to verify the accuracy, I kindly asked the casino for logs (history of deposit numbers), to which I was refused.

Уважаемый Томас. Все вышеперечисленное я вам отправил на указанную Вами почту.

хотел бы добавить, что к сожалению не могу предоставить скриншот с реквизитами проблемного депозита, тк по истичении 5 минут после выдачи реквизитов, они исчезают. Дабы сверить точность, любезно просил у казино логи( историю депозитных номеров) на что получил отказ.

After additional verification it turned out that there was no document forgery in the statement and the bank gave the opportunity to set the date manually. For this reason, the account was unblocked and the funds were credited to the game balance. We apologize for any inconvenience caused.

I appreciate the update from both parties.

Dear yakuboveldar,

• Please let me know if the funds were made available to you.
• May we consider the issue resolved?