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I made a deposit of 3000 EGP via Vodafone Cash.

The amount was successfully deducted from my account, and I have full proof of the transaction.

Additionally, your system confirmed that the payment was received, but the amount has still not been credited to my account.

This is a repeated issue. I previously had the same problem with a 2000 EGP deposit, which was only resolved after escalation through AskGamblers.

I have contacted support multiple times and sent several emails, but I have not received any response for more than 3 days, despite their stated response time of 48 hours.

There is a clear contradiction between your system confirmation and the support team’s claims.

I have already provided all required proof, and there is no justification for further delays.

I request immediate resolution — either credit the full amount to my account or process a full refund without delay.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has not been credited to your casino account, I recommend contacting your payment provider so they can investigate. Please note that this can be a complex process and may take approximately one month. In these cases, the casino is usually unable to act while the payment provider investigates.

I apologize that we cannot be of more assistance at this time. I will leave this complaint open for one month and would appreciate it if you could keep us updated on any progress.

Thank you for your understanding.

Best regards,

Kristina

Hello,

I do not agree with this approach.

The payment was made to your casino, not directly to the payment provider. Therefore, it is your responsibility to investigate this issue with your payment partner.

I have already provided proof that the amount (3000 EGP) was successfully deducted from my account. This means the transaction was completed from my side.

As a player, I should not be responsible for contacting the payment provider. This is an internal issue between you and your payment system.

I request immediate action:

Either credit the full amount to my casino account

Or process a full refund without delay

I will not wait one month for this issue, and I will continue escalating this case if not resolved promptly.

Hello,

This is unacceptable.

I have now contacted your support multiple times, sent emails, and escalated the issue on Casino Guru and AskGamblers.

Despite all this, I have received ZERO response from the casino.

This clearly shows a lack of responsibility and intentional delay.

The system confirms the payment was received, and I have full proof. Yet, the funds are missing from my account.

At this point, this is no longer a "delay" — this is a financial issue.

If I do not receive a resolution immediately, I will proceed with:

- Filing a formal financial dispute

- Reporting this case publicly across multiple platforms

- Submitting all evidence as a case of funds taken without service

This is my final escalation before taking further action.

I expect immediate resolution:

Credit 3000 EGP OR refund immediately.

Please confirm in advance how the issue will be resolved.

I am fine with the refund being processed through the same deposit method, but I require clear confirmation before any action is taken.

No more delays.

Regards,

Thank you for your response, Alooha3. I fully understand that this situation can be quite frustrating, and it is indeed important for the casino to investigate the lost deposit with the payment provider.

However, from our perspective as mediators, we always advise players to contact the payment provider first. There may be various factors contributing to the lost transactions, including possible delays caused by intermediary banks. Only the payment provider is able to conduct a thorough investigation, and they can proceed only after you initiate a request. I kindly ask you to follow these instructions and reach out to me once your payment provider has completed their investigation regarding the lost funds.

Thank you very much for your cooperation.

Dear Alooha3,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Alooha3,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina