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A deposit of €100 was deducted from my account

And it hasn't been credited to my gaming account

Un depósito de 100 euros descontado de mi cuenta

Y que no me han ingresado en cuenta de juego

Dear Franciscocanolopez, 

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

Good morning

It is already claimed at CaixaBank. Which is a payment provider

Buenos días

Ya está reclamado en CaixaBank. Que es proveedor de pagos

Thank you for your response. Before proceeding with the investigation, please forward me the following documents:

• deposit receipts
• communication with the casino regarding the lost transactions
• communication with your payment provider
• screenshot of the deposit history in your casino account
• bank statement starting from the date you made your deposits up until today

My email address is veronika.f@casino.guru.

Could you also please specify if you made any successful deposits into this casino before?

Dear Franciscocanolopez,

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.