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Deposited £20 as was dubious with site. Took my money from bank but it never hit my gaming account. Multiple emails/online chats but keep getting told ‘we need more time’ and ‘we’ve sent the financial team a reminder and they will send me an email’

Dear zog2551,

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 only thing you can do 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?
• Please forward your payment receipt to petronela.k@casino.guru. 

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

Best regards,

Petronela 

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi.

I’ve sent the information you have requested in the form of a bank statement and the screenshot from my mobile banking.

Apologies. This was my first deposit at this casino

I completely empathize with your frustration, zog2551. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 9 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

Hi,

Thank you for the reply.

I shall await the outcome.

Regards,

Andrew.

Thank you, zog2551, for your understanding. I will check back with you in a week.

Thanks

Hello zog2551,

Have there been any developments since our last conversation, please? 

Morning,

Yes. Had an email yesterday and my deposit has hit my gaming account.

Thank you for your intervention.

kind regards,

Andrew.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, zog2551, 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