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I have done a deposit transaction on 8th February 2023,and my deposit is not been credited to gaming account or back to my banking account.

I have escalated the issue with all screenshot and documents but i got the reply to be patient,it's almost 20 days got over but have not received any amount.kindly help me out.

Dear arunambiyapanda ,

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 might take up to one month approximately. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

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

Could you explain which of the transactions on the submitted documents is your casino deposit?

Thanks for your reply and understanding.

Best regards,

Tomas

Dear Thomas,

There were 2 transaction missing of same amount,which I have highlighted,but one of the transaction was credited to my gaming account on 11 th February and now only one transaction of 10000 INR is missing which is not credited yet to any account.its almost 23 day ago.kindly request you to help me out on the issue.

Regards,

Aravind

arunambiyapanda,

Please note that the transactions on the bank statement you highlighted are addressed to 2 different destinations. Unless there is information I overlooked, one of the transactions was sent elsewhere.

I'd recommend contacting your bank in order to learn more about what can be done. Please let me know if there is anything else I might do, otherwise, I'll close the complaint.

Hi,

Please find the below transaction which is missing.kindly request you to do the needful.

Thanks,

Aravind

Thank you very much, arunambiyapanda, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello arunambiyapanda,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Leon Casino to join the conversation and participate in the resolution of this complaint.

Dear Leon Casino,

Can you please provide an update on the status of the player's deposit?

Thank you.

Kind regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear arunambiyapanda,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you first contact the responsible gaming authority - Kahnawake Gaming Commission, and you can refer your dispute to the Regulator by sending an online complaint request at

http://www.gamingcommission.ca/feedback.htm

Another option is Antillephone N.V. (Curacao), you may submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at tomas.k@casino.guru.

Best regards,

Tomas

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Casino's additional comments:

Dear Casino Guru team,

I would like to address this unresolved complaint from 2023 that seems to have been overlooked.

Our records indicate that the deposit in question was successfully credited to the client's account on 11/04/2023, upon receiving confirmation from Sebes payment provider regarding the receipt of funds. Attached is a screenshot from our system as evidence of the transaction.

Could you please update the status of this complaint? It was resolved quite some time ago, but regrettably, it appears to have been overlooked here. We'd appreciate your assistance in rectifying this oversight.

Thank you for your help in resolving this matter.

Best regards

Thank you very much, Leon Casino Team, for getting back to us and for providing supporting evidence that the issue has been resolved successfully.

Dear arunambiyapanda,

According to the provided evidence, the issue was resolved quite some time ago. Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Yes it's resolved.

Thanks,

Aravind

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, arunambiyapanda, 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