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I deposited 60 euros on the account via a bbva card and they did not credit it to me telling me that there was no charge I called bbva and instead they told me that they had taken the money with a lot of receipt stay away from this casino this also the receipt of the payment

Ho depositato sul conto 60 euro tramite carta bbva e non me li hanno accreditati dicendomi che non risultava nessun addebito ho chiamato bbva e invece mi hanno detto che i soldi li avevano presi con tanto di ricevuta state alla larga da questo casino ciò anche la ricevuta del versamento

Dear fossa1985,

Thank you very much for submitting your complaint and forwarding your payment receipt. 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 as you did already. 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.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account.

Could you please advise if it was your first deposit attempt in this casino?

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

Best regards,

Petronela 

It was my first deposit to this casino, my bank has already contacted them and the transaction as they told me (you can see also in the receipt) was done correctly and they received funds

Si era il mio primo deposito verso questo casino.La mia banca lo già contattata e la transazione come mi hanno detto (si vede anche nella ricevuta) e stata effettuata correttamente e loro hanno ricevuto fondi

Thank you, fossa1985, for your reply. As I mentioned earlier, if the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account.

Therefore, I will set the timer for additional 10 days and if there’s no development by the 15th, we will intervene. Let’s stay positive and wait for the good news regarding your deposit. Thank you in advance for your patience.

Dear fossa1985,

Have there been any developments since our last conversation?

None of them say they credited and played them for me but I never played a cent I let it go so much they are dishonest

Nessuna loro dicono di avermeli accreditati e giocati ma non ho mai giocato un centesimo lascio perdere tanto sono disonesti

Do I understand correctly that the casino claims the money has been credited successfully and then played and lost?

Yes, but I've never played

Si ma non ho mai giocato

Could you please forward your game history in Excel format along with a screenshot of your deposit history? My email address is petronela.k@casino.guru.

I will not let go of the complaint, I will make another one which is more important

No lascio perdere il reclamo ne faccio un altro che è più importante

Could you please forward your game history in Excel format along with a screenshot of your deposit history? Thank you very much in advance.

I close the complaint after a long time the 60 euros came out, thank you very much for your interest

Chiudo il reclamo dopo tanto tempo sono usciti fuori i 60 euro grazie mille per l interessamento

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, fossa1985, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru