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I made a deposit at the casino 4 days ago 29€ the money was deducted from my bank account, but it was not credited to the casino. The casino customer service tells me that the transaction was declined and that they did not receive the money. However, in my account statements it says that the transaction was completed

Έκανα κατάθεση στο καζίνο πριν από 4 ημέρες 29€ τα χρήματα αφαιρέθηκαν από τον τραπεζικό μου λογαριασμό, όμως δεν πιστώθηκαν στο καζίνο. Από την εξυπηρέτηση του καζίνο μου λένε ότι η συναλλαγή απορρίφθηκε και ότι δεν πήραν τα χρήματα. Στις κινήσεις όμως του λογαριασμού μου γράφει ότι η συναλλαγή ολοκληρώθηκε

Dear Kouratzina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I want to let you know that if your deposit has not been credited to your casino account, the best course of action is to contact your payment provider. They will need to investigate the issue, but please be aware that this process can take approximately one month. In such cases, the casino is typically unable to assist further. In the meantime, I strongly recommend not depositing any more funds until this issue is resolved.

If the money was lost during the transaction, it might take some time before it is credited to your casino account.

• Could you please let me know if this was your first deposit at this casino?
• Although you already provided a screenshot of the payment receipt, if you have any additional relevant communication or documents, please feel free to forward them to petronela.k@casino.guru.

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

Best regards,

Petronela

Thank you very much for your interest. The issue is resolved, I logged into the casino account today and the money has been credited.

Σας ευχαριστώ πολύ για το ενδιαφέρον. Το ζήτημα λύθηκε, μπήκα σήμερα στο λογαριασμό του καζίνο και τα χρήματα έχουν πιστωθεί

Dear Kouratzina,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru