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Good day

I have made three deposits using Sofort (which I have attached) that were debited from my bank account but not credited to my gaming account. The online casino support service is unable to provide an explanation. Can you assist in getting my funds returned to my original bank account? Thank you very much.

Buongiorno

ho effettuato tramite Sofort tre versamenti (che vi allego) che mi sono stati addebitati sul conto bancario ma non sul conto di gioco. Il servizio di supporto del casino on Line non riesce a darmi una spiegazione. Potete aiutarmi per fare ritornare i miei fondi sul mio conto bancario di origine? Grazie Mille

Dear j9zjqsjx84, 

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Dear Casino Guru Team,

Upon reviewing our records, we found that these deposits were credited in full on 2023-12-24, and it appears they were successfully utilized for gaming activity.

Additionally, we regret to inform you that the player's account associated with these transactions has been permanently closed at their own request due to concerns related to gambling addiction on the date : 2024-01-12.

If you have any further questions or if there's anything else we can assist you with, please feel free to let us know.

Kind Regards,

Wild Tokyo Casino Representative

Dear j9zjqsjx84,

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 don't remember receiving those sums. I searched for them for a long time on the chronology starting from dates further back than 12/24/23 without success.

Then at a certain point after about a month of searches they appeared (probably inserted manually by someone). I still remain without a clear explanation.

Thank you

Io non ricordo di avere giovavamo quelle somme.. Le ho cercate a lungo sulla cronologia partendo da date più arretrate del 24/12/23 senza esito.

Poi ad un certo punto dopo circa un mese di ricerche sono comparse (probabilmente inserite manualmente da qualcuno). Tutt’ora rimango senza una spiegazione chiara.

Grazie

Dear j9zjqsjx84,

Following a comprehensive investigation, we wish to reaffirm that the deposits in question were promptly credited to your account on 2023-12-24 and were effectively utilized for gaming activities. We understand and sincerely regret any inconvenience you may have encountered in locating these transactions within your account history.

We acknowledge your frustration and want to assure you of our unwavering commitment to transparency and customer satisfaction. It appears to us that the delay in identifying the transactions could be attributed to wrong application of search filters during your inquiry.

In our commitment to providing optimal assistance, we have endeavored to guide you through this process, sending emails with tutorials on how to use our filters. We genuinely regret any confusion that may have arisen during your search. If you require further clarification or encounter additional concerns, our dedicated customer support team remains at your disposal to assist.

Best regards,

Wild Tokyo Casino Representative

Dear Wild Tokyo Casino representative,

could you please send me the evidence of the player's deposit being credited to his account, so that we could investigate and close the complaint accordingly? Thank you in advance. My email address is veronika.l@casino.guru.

Dear Veronika,

The evidence was sent to the specified email.

Please let us know if any other details are needed.

Kind regards,

Wild Tokyo Casino Representative

Dear j9zjqsjx84,

We have received evidence from the casino that the deposits were credited to your account and you used them for playing. Since your account is now closed, is there anything else I can assist you with or may I close the complaint? Please let me know.

We are also closing the complaint.

A thousand thanks.

Chiudiamo pure il reclamo.

Grazie Mille.

Dear j9zjqsjx84,

I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not 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,

Veronika

Casino.Guru