EGB Casino - El depósito del jugador está retrasado.

Subject: Urgent: Assistance Required for Unresolved Deposit Issue (Account: Stephen19*****9)

Dear Guru Casino Support,

I hope this message finds you well. I am reaching out for your assistance with an unresolved issue regarding a deposit I made to my casino account (username: Stephen1****9) on Monday, 3 February 2025. The deposit was made via Litecoin to the address provided by EGB Casino.

Deposit Details:

Deposit Date: 3 February 2025

Cryptocurrency Used: Litecoin

Platform Used for Transfer: Luno

Transaction Confirmation: Proof has been provided by Luno, confirming that the funds were successfully sent to the address provided by EGB Casino.

Unfortunately, despite submitting all the necessary information and proof of payment, my funds have not been credited to my account. I have been in contact with EGB Casino's support team via their official Telegram account, but the issue remains unresolved.

As Guru Casino offers assistance with recovering funds in cases like this, I kindly request your urgent help in resolving this matter and ensuring the funds are credited to my account.

To facilitate the process, I have:

Verified the transaction with Luno (proof of transfer attached).

Confirmed that the Litecoin address used matches the one provided by EGB Casino.

Maintained communication with EGB Casino's support agent on Telegram.

Your prompt attention to this matter would be greatly appreciated, as this delay is causing significant inconvenience. Please let me know the next steps and how you can assist in recovering the funds.

Thank you for your time and assistance. I look forward to your response.

Best regards,

Stephen Fynn

My attachments will not upload

Dear Stephen13433,

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

In case you have provided a payment confirmation, they need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. 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.

You can forward any evidence you have so far to nikolas.b@casino.guru for further review.

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

Best regards,

Nick

Hi Nick, i have received replies from EGB Casino, i have submitted more information to them. I have also consulted with Luno, where my funds came from, and they have confirmed that the funds were sent to the address that i received from EGB Casino.

Dear Stephen13433,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Looking forward to hearing from you.

Regards,

Nick

Good day Nick,

I have sent you two seperate emails

Regards

Stephen

Thank you Stephen13433 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Stephen13433,

I am so sorry to hear your deposit got lost. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a EGB Casino representative to join this conversation and participate in resolving this complaint.

Dear EGB Casino,

Could you please comment on the situation?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the GCB Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please be aware that the regulator states that they won't resolve the disputes between the casino and the player, but you can try to contact them if you want to. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru