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I made a deposit to supercat casino in December 4, 2020. The amount is 0.0016 btc or 50 euros and it was deducted from my bitcoin amount. I contacted the casino about the missing deposit. The asked for proof of payment and I sent it. And they have been stalling since then. I have been talking to live chat and they said they will send it but they never did. I asked the to add to the casino so that I can play the balance or send it back to my bitcoin account. It has been over 2 months now and I still haven't got my missing deposit. Please help me get it.

Dear Zhivorad,

Thank you very much for submitting the complaint and forwarding your payment receipt. I’m sorry to hear about the issue.

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.

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Have you deposited any funds successfully into your account in the past?

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

Best regards,

Petronela

Dear Zhivorad,

According to the rules of our casino, to start playing, you must have a certain amount of funds on your balance.

The rule: 

8. Deposits, money transactions and withdrawing money from the account

8.1. In order to start the game on the Site there must be a certain amount of money on your account.

Our team informed you about this and offered to deposit the balance.

You have requested a refund.

Dear player,

we are currently awaiting confirmation of the payment status from our payment provider. It'll take some time. 

Please stay in touch with us and with the payment department.

Thank you for your cooperation,

SuperCat Team

Thank you very much, SuperCat Team, for the update and your assistance with this matter.

Dear Zhivorad,

I will set the time and wait patiently for confirmation regarding a successful refund. Thank you in advance for keeping me posted.

Hello Petronela, thank you for accepting my complaint.

I would like to ask Super Cat, did you send the refund? Please tell me so that I can check my bitcoin account.

Dear SuperCat Team, could you please advise if the refund has been processed already? Thank you very much in advance for your reply.

Hello

Yes, we've paid 12 February

Dear player,

please, check and confirm receipt of funds

Thank you for cooperation,

SuperCat Team

Dear Zhivorad,

Could you please confirm that the refunded payment has reached you? Thank you in advance.

Yes I did. Thank you very much!

Thank you very much, Zhivorad, for your confirmation. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks to both sides for cooperation and Zhivorad, please, don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.