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I made a deposit at this casino several months ago, but the amount was not credited to my account... I let it slide since it was a minimal sum but I was recontacted after at least 7 months from the time of deposit. They informed me that the deposit had reached its destination but they couldn't credit it to my account and started asking for payment receipts, documents, etc... Unfortunately, I was unable to provide the payment receipt because the transaction had occurred several months prior and I had switched banks since then...

Ho versato parecchi mesi fa su questo casino ma il versamento non mi e stato accreditato sul account... Io ho lasciato perdere era una somma minima ma poi sono stato ricontattato dopo almeno 7 mesi dal deposito e mi e stato detto che il deposito in questione era arrivato a destinazione ma non potevano versarlo sul mio account e anno iniziato a chiedermi documenti ricevute di pagamento ecc... Io purtroppo non potevo dargli la ricevuta del pagamento perche il pagamento era avvenuto diversi mesi prima e io avevo cambiato banca...

Dear dkessa2,

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 which takes approximately one month. In these cases, 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.

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

Best regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

The casino has already received the funds so why should I ask the bank?

Il casino ha già ricevuto i fondi quindi perché dovrei chiedere alla banca?

Dear dkessa2,

It is the standard procedure. If a transaction is lost, you have to contact your payment provider and they have to give a payment confirmation which you need to forward to the casino so they can locate the lost funds by the transaction ID. Unfortunately, if you can't provide those receipts, there is nothing you or we can do.

Is there anything else we could assist you with?

Dear dkessa2,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.