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Yesterday I made a $300 deposit to claim a bonus. It was done via bank transfer, pasting the casino account number, and the deposit wasn't reflected. It was deducted from my bank account. I wrote to them via customer service chat, and besides the fact that they take a long time to reply, the response was that they would verify it with the appropriate department and provide a solution via email. This morning, the same problem persists. Same chat response.

Ayer hice un depósito de $300 para obtener un bono. Se hizo por transferencia bancaria pegando el número de cuenta del casino y el depósito no se reflejó. Si se descontó de mi cuenta bancaria. Les escribí por el chat de servicio al cliente y además de que tardan mucho tiempo para contestar, la respuesta fue que lo iban a verificar con el departamento correspondiente y que por correo darían solución. Hoy en la mañana sigue el mismo problema. misma respuesta del chat.

Dear Wen75,

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,

Katarina

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In the end, after 3 days, they released the deposit, but they didn't honor the bonus I had deposited for. I don't think what they did was ethical.

Al final después de 3 días liberaron el depósito pero no cumplieron con el bono por el cual hice el depósito . No creo que sea ético lo que hicieron.

Hello Wen75,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

It's been 7 days and I still haven't heard from Katarina.

Ya pasaron 7 días y sigo sin respuesta de Katarina

Hello Wen75,

thank you for your message and your patience.

Do I understand correctly that your funds was successfully deposited to your casino account?

Have you contacted casino support to inquire about the bonus you attempted to receive?

Looking forward to your reply,

Katarina

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

Dear Wen75,

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,

Katarina