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Money not credited to casino

Dear salmansurat62, 

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 complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. 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, 

Veronika

yes never credited to casino account but deducted from bank account

Thank you for your response. Have you contacted your payment provider to check the status of your payment? Has the bank confirmed whether the transaction was successful in reaching the recipient's account or if it was returned to you?

Also, please send me your deposit payslip and a screenshot of your transaction history from your casino account.

Please send me the screenshot of your deposit history or transaction history from your casino profile.

Thank you. Have you contacted the bank and requested the investigation of this transaction? I recommend that you wait a full month for the payment provider to investigate.

i talked to bank it was successfully done payment its not bank fault

Thank you sir for your reply. Please send me your bank statement in PDF format showing the transactions from 25 July up to today. My email address is veronika.l@casino.guru. Thank you for your cooperation.

Ok I will

Dear salmansurat62,

I have not received any email from you yet. Could you please check if you used the correct email address, veronika.l@casino.guru? Thank you for your cooperation.

I sent you July to 31st Aug

Thank you very much, salmansurat62, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear salmansurat62, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite 4raBet Casino representative to join this conversation. 

Dear 4raBet Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Katarina,

According to our information, the balance has been credited to salmansurat62's account. Please salmansurat62, check your balance 

no there is no credited any balance

Dear 4raBet Casino, 

thanks for your message. Will you be able to share the screenshots of the salmansurat62's account balance, showing the withdrawals, please? Feel free to share them here or send them to my email katarina.d@casino.guru.

Looking forward to your reply.

Dear salmansurat62, 

will you be able to send us the bank statements where the withdrawal was supposed to be deposited, please? Please send those to katarina.d@casino.guru.

Looking forward to your reply.

Good afternoon!

At your request, the screenshot shows the data showing the withdrawal of salmansurat62

Once again I remind you that we do not give the right to publish or disclose the data from these screenshots. 

This is only for the internal use of Casino Guru Manager to resolve the request in our favour.

what does it mean i dont understand its just 300 inr very very low its 4$ usd why so much bother and i had already played more than 200$ usd

Dear salmansurat62, 

thanks for you message.

Do I understand correctly that the screenshot from your previous answer is the list of your deposit history, please?

Dear 4raBet Casino, 

thanks for your message and your email.

However, in the screenshot provided by you, there is a message saying "Was not sent" (Не было отправлено). Would you be able to explain what that means, please?

Yes that screen shot from that day when my deposit was not received, after that I played many times

Good afternoon!

Dear salmansurat62!

We have once again checked all the accounts and I can confidently inform you that we have not received any deposits from your side

Dear Katarina!

Maybe salmansurat62 made a deposit on another platform. Since according to our information we received this message - "approved by other merchant team".

Dear 4raBet Casino, 

thanks for your message.

Dear salmansurat62, 

Given that you were able to make multiple deposits after this incident without any issues, could it be possible that this deposit was inadvertently sent to an incorrect account number?

no its not possible mam its 300inr like 3USD why so much stress after that i played more than a 1000usd why casino bargaining for 3 4 usd i have sent you everything all scre

Hello salmansurat62,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear salmansurat62, 

thank you for your message and I apologize for the late reply.

Since the casino is not able to locate the funds, and very clearly money left your bank account, the best thing to do in your situation is to contact your financial institution and ask them about this money transfer.

Please keep us updated on any new development.

but its showing money is successful transferred.

Dear salmansurat62, 

I acknowledge your concern; however, it is important to recognize that financial institutions can also make errors. Please reach out to your bank regarding this matter and update us on the outcome.

i talked to bank they said it was successfully done . for 300 inr = 2.5$ only why so much stress i dont care about 300 inr but im talking about fraud

Dear salmansurat62, 

thanks for the message. Given that both the casino and the bank have indicated that the issue did not originate from their end, it seems prudent to reach out to an additional provider we have yet to contact. Based on your prior screenshots, it appears that the financial institution overseeing the transfer is UPI. I recommend that you contact them directly to inquire about this transaction. Alternatively, you may ask your bank to reach out to them on your behalf.

i sent you screen shot and bank also said that transaction is completed.so if you can't do anything its ok 300 inr is not that big but its about moral thing

Dear salmansurat62, 

I am diligently working to locate your funds. The bank and casino have firmly stated that they do not possess them. Our remaining option is to contact the UTI provider. If you are open to pursuing this avenue, we may be able to recover your missing deposit. However, if you believe this option is not a worthwhile use of your time, please inform me, and we can proceed to close this complaint.

i already contacted uti they said casino got their deposit

Dear salmansurat62, 

I am currently in contact with the casino representative to seek a resolution that will be satisfactory for all parties involved. I will keep you updated as soon as I receive any news.

Thank you for your patience.

ok i have

ok mam

Dear salmansurat62, 

will you be able to provide a statement from UTI confirming the payment went through on their side, please?

Dear salmansurat62, 

after a thoughtful examination of your case as well as a discussion with the upper management, I have one more request. Will you be able to send me your bank statement for the month of September, please? I would like to examine whether the rest of your deposits were successfully credited to your casino player's account. My email address is katarina.d@casino.guru.

after that i made many deposit and successfully credited, i will provide bank statement

Dear salmansurat62, 

I have not receive any email from you. Please forward your statement to katarina.d@casino.guru.

Looking forward to your email.

Katarina

ok

sent you already check\

Dear salmansurat62, 

thank you very much, I have received your email.

Dear 4raBet Casino,

could you please reach out to the payment provider on your side to ascertain whether the funds might have been misplaced?

i have told you many times that payment provider said its done succesfully

Good afternoon!

Dear Katarina!

I'm assuming it's a deposit of Rs 300 received by another merchant. That means the player credited the deposit on another site. I have sent you a screenshot to katarina.d@casino.guru.

Once again, we would like to remind you that we do not authorize the publication or disclosure of the data from the screenshots. 

They are intended only for internal use by Casino Guru Manager to resolve the request in our favor.

i have deposited in 4ra bet what are you talking about you are debating for 300 inr after that i gave spent more than 100000 inr you are crying for 300

Dear 4raBet Casino,

thank you for your email and your help solving this case.

Dear salmansurat62,

After thoroughly reviewing the evidence provided by 4raBet casino, I regret to inform you that I must deny this complaint. The evidence indicates that the funds were sent to another merchant. I apologize for not being able to assist you further. If you ever encounter any problem with an online casino, do not hesitate to contact us.

All the best,

Katarina