Slot Planet Casino - El depósito del jugador no está acreditado.

First time I deposited money in casino on 21st march 2025 as I received an Email containing bonus for small deposit, so I decided to deposit money, I used UPI method where they showed me a QR code, i scanned the code and the amount showed me 499.22 for deposit I paid and deposit page showed me successful message, But money didn't credited to my account, after sending every documents to them for one month they told me this is not our account and we didn't get any money. 

Dear shivdan2036,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Dominika

I confirmed it by payment provider that payment has been successfully transferred to casino payment details but they are ignoring that we didn't received payment as this account is not belong to us. While I have screenshot of successful transaction after paying to UPI QR and a random amount of 499.22 was debited after scanning QR for deposit of 500/- INR. I send them bank statement, Payment time, Transaction Number, UPI ID, Successful Transaction screenshot.

Dear shivdan2036, could you please share your communication with the payment provider? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

When you mentioned that "this account does not belong to us," could you please clarify what you meant by that? Were you referring to the payment method not being registered in your name?

First of all I am not able to upload screenshot here, because when I click on image button it not respond, another thing is that casino responded after one month that the money I have transferred to them receiver account is not their it means they say someone else put QR code on their website to receive money, while after depositing money to their casino their casino showed me confirmation message that transaction is successful. I have ORDER ID on that transaction successful message. But due to technical problem on your website I am not able to upload here.

Dear shivdan2036, to proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is dominika.l@casino.guru.

I have sent you all documents through Email you can check now.

Thank you very much, shivdan2036, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear shivdan2036,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Slot Planet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Slot Planet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear shivdan2036,

Thank you for reaching out.

I’ve reviewed your account and can confirm that there are no successful deposits recorded. I do see multiple failed deposit attempts of 500 on April 25, 2025, all marked with the status "Abandoned." When this happens, the funds are automatically returned to the bank account used for the deposit.

If you believe the funds were successfully taken from your account, please provide a copy of your bank statement showing the transaction so we can investigate further.

Let me know if you have any questions or need assistance with anything else.

Best regards,

SlotPlanet

I already provided you all documents including bank statement, here are you saying no successful deposit while you told me that this account(payment I have transferred) is not belongs to us. Your casino showed me successful message after funds transferred.. I also provided bank statement to you through email conversation.

Dear shivdan2036,

Could you provide the bank statement where it can be seen that the money successfully left your bank account, please?

Thank you.

Regards,

Romi

Dear shivdan2036,

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.

I have sent you all documents including bank statement using email you have provided.

Hello, all.

Thank you for your cooperation on this case.

Dear Slot Planet Casino,

Could you provide us with an update, please?

Thank you in advance.

Best regards,

Romi

Dear shivdan2036,

I hope this message finds you well. We acknowledge receipt of your document dated 22 April 2025. Upon review, we noticed that our records do not reflect this transaction.

Could you please provide us with a bank statement confirming the successful deposit of the amount?

Thank you for your prompt attention to this matter.

Best regards,

SlotPlanet Team

Thank you, SlotPlanet Team, for the update.

Dear shivdan2036,

Could you do as requested, please, and let us know any new information?

Respectfully,

Romi

how many times slot planet will request the statement, more than 5 times I already sent with marked transaction, sometime you say we not received the funds, another time you say the payment i have transferred to your account is not yours, how. it's possible

Hi shivdan2036,

We're currently diving deeper into your query and will get back to you shortly.

Best regards,

Slotplanet

Hi shivdan2036,

I hope this message finds you well.

Regarding the missing deposit, kindly note that our Payment Service Provider (PSP) has advised that the funds were not received on their end.

We recommend that you contact your bank directly for further assistance, as they may be able to provide more detailed information on the status of the transaction.

Please let us know if there is anything further we can do to assist.

Best regards,

Slotplanet Casino

Dear shivdan2036,

Could you contact the bank as the casino representative advised, please?

Respectfully,

Romi

Dear shivdan2036,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Romi
Casino.Guru