Black Lion Casino - El depósito del jugador se ha extraviado.

Good afternoon, I am writing to make a complaint and hope that the casino guru can assist me.

I made a deposit of 30 euros at the casino in question, which was subsequently withdrawn from my account. I've sent emails and chat messages which haven't been responded to. I have sent proof screenshots and everything else I could think of, yet nothing has been resolved. I just want my money back! Is this how things work on my first time at this casino? I certainly won't be returning! All I want is my money back. They're even saying that I cancelled it? I've already contacted my bank who assured me the transaction was received by the entity in question. Please, I need help.

Boa tarde venho por este meio fazer uma reclamação e esperar que o guru casino me ajude

i casino em questão foi depositado 30 euros no qual foi retirado da minha conta , já mandei email mensagens por chat já nem respondem . Mandei comprovativos prints tudo e mais alguma coisa mas nada ainda . Por favor quero i meu dinheiro de volta ! Para uma primeira vez neste casino acontecer isto ? Definitivamente não voltarei ! Só quero meu dinheiro de volta . E ainda dizem que eu cancelei ? Quando ja contactei i banco e me garantem que doi recebido pela entidade em questão. por favor me ajudem .

Dear Madnessboy,

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.

• 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 

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.

I appreciate your help and I hope you help me. Proof of the conversation with the bank was sent. Compliments

Agradeço a vossa ajuda e espero que me ajudem . Foi enviado comprovante como a conversa com o banco . Cumprimentos

Hi Madnessboy,

Thank you very much for the forwarded screenshot of your transaction:

Was there a particular document requested from the casino that could assist in the investigation to trace your funds?

It has already been debited from my casino account. After all, it was always there. Obviously I ended up spending it there. Casinos.. anyway, thank you guru for your help

Já foi debitado na minha conta de casino . Afinal sempre andava lá . Óbvio que acabei por gastar lá . Casinos .. enfim obrigada guru pela ajuda

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