Snatch Casino - Spelarens insättning har inte krediterats.

I made a deposit via debit card on Friday 01/12, and it's been 5 days but the money hasn't been credited to my casino account, nor have I received a refund in my bank. The casino refuses to complete the transaction, telling me that my bank isn't sending them the money. I've spoken to my bank and I've been informed that the transaction has been accounted for, they just refuse to provide me with my service and credit the money to my account. I have initiated a dispute process with my bank so I don't lose my money.

Έκανα κατάθεση μέσω χρεωστικής κάρτας την Παρασκευή 01/12 εχουνε περάσει 5 μερες δεν έχουν πιστωθεί τα χρήματα στο λογαριασμό μου στο καζινο ούτε έχω λάβει επιστροφή στην τράπεζα μου. Το καζινο αρνείται να ολοκληρώσει την συναλλαγή λέγοντας μου ότι δεν τους στέλνει η τράπεζα μου τα χρήματα. Έχω μιλήσει με την τράπεζα μου και έχω ενημερωθεί ότι η συναλλαγή έχει λογιστικοποιηθει απλά αρνούνται να μου παρέχουν την υπηρεσία μου και να πιστώσουνε τα χρήματα στον λογαριασμό μου. Ξεκίνησα διαδικασία αμφισβήτησης με την τράπεζα μου ώστε να μην χάσω τα λεφτά μου.

Dear Leto94,

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 first thing we recommend is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that 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 credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Could you please forward any communication between you and your bank to kristina.s@casino.guru? Alternatively, you can post it here. I am mainly interested in the message where the bank informed you that the transaction was processed successfully.
• Also, do I understand correctly that you requested a chargeback of your deposit?

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

Best regards,

Kristina

No, it's the Fourth deposit and it's the first time this has happened to me

Όχι είναι η Τεταρτη καταθεση και μου συμβαίνει πρώτη φορά αυτό

Dear Leto94,

We'd like to help you. Can you clarify if you have already initiated a refund through your bank?

what to help? If there is a leak in your payment system then this is much more serious than my issue. I have attached you several proofs and right now with this reply you are making a fool of me and all your customers!!!

στο τι να βοηθήσετε; Αν υπάρχει διαρροή στο σύστημα πληρωμή σας τότε αυτό είναι πολύ πιο σοβαρό από το δικό μου ζήτημα. Σας έχω επισυνάψει αρκετά αποδεικτικά και αυτή την στιγμή με αυτή την απάντηση κοροϊδεύετε εμένα και όλους τους πελάτες σας!!!

Hello everyone,

Thank you both for your replies.

Leto94, please answer all questions that have been asked in this thread. All requested information is essential if we wish to proceed with the case. Thank you in advance.

The process is at the bank. If my deposit is credited to my casino account balance I will cancel it until then the process is in the hands of the bank.

Η διαδικασία βρίσκεται στην τράπεζα. Εάν πιστωθεί η κατάθεση μου στο υπολοιπο του λογαριασμού μου στο καζινο θα την ακυρώσω μέχρι τότε η διαδικασία είναι στα χέρια της τράπεζας.

I am afraid that if you requested a chargeback instead of waiting for a thorough investigation, we cannot help you. This is considered fraudulent activity in most casinos and it is against their AML Policy. You should be prepared that there is a possibility you won't be able to play in many online casinos due to this decision. At this point, I can only recommend that you cooperate and communicate with your bank as the rest of this case is in their hands.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.