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I tried three deposits respectively 50 euros, 50 euros and 20 euros. These deposits were given to me as bankrupt but my bank was charged to me. After a few days through the customer service I can do the procedure for the refund of the sum, but today after two weeks of this money I still don't know anything. I tried to get back to customer service but they couldn't tell me where my money is.

Ho provato tre depositi rispettivamente 50 euro, 50 euro e 20 euro. Tali depositi me li dava come falliti ma dalla mia banca mi sono stati addebitati. Dopo qualche giorno trami il servizio clienti riesco a fare la procedura per il rimborso della somma, ma oggi a distanza di due settimane di questi soldi non so ancora nulla. Ho provato a ricontattare il servizio clienti ma non hanno saputo dirmi dove sono i miei soldi.

Dear fede93special,

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 one month approximately. 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,

Kristina

Dear fede93special,

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.

I do not understand the usefulness of your platform since I have already done all the procedures and you are not able to help me

Non capisco l’utilità della vostra piattaforma visto che già ho fatto tutte le procedure e voi non siete in grado di aiutarmi

Thank you for your reply, fede93special. I believe that offering a piece of advice is also a form of help. Have you already contacted the payment provider as I suggested in my first message?

Already done, problem not solved and honestly your advice is certainly not a way to make a complaint! If I have contacted you, it is because I have not been able to obtain a refund in a good-natured manner. I wanted to file a complaint. It is useless to create an expectation for users to have a chance to proceed with a complaint through this platform. If then at the end of the day you can only give advice. Not what I'm looking for right now.

Già fatto, problema non risolto e onestamente il vostro consiglio non è di certo un modo per fare reclamo! Se vi ho contattato è perché non sono riuscito ad ottenere un rimborso in maniera bonaria. volevo presentare un reclamo. È inutile creare un aspettativa agli utenti di avere una possibilità di procedere ad un reclamo tramite questa piattaforma. Se poi alla fine dei conti potete solo dare dei consigli. Non è quello che cerco in questo momento.

Please note that we proceed with all complaints in compliance with our company policy. Many lost deposits are stuck in an intermediary bank (somewhere between your and the casino's bank) and players' banks are usually able to trace and return the deposit back to the sender.

In order to proceed with this complaint I would like to ask you to provide this information:

• all communication between you and your bank (can be in a form of a letter or email),
• deposit/cashier history from your casino account,
• any other relevant communication between you and the casino that has not been attached to this complaint (if there is any).

You can send everything to kristina.s@casino.guru. Thank you in advance.

Dear fede93special,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.