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I created a deposit request using the bKash Fast Method today at approximately 11:42 AM. The money was successfully deducted from my bKash wallet immediately.

However, after around 30 minutes, my deposit request was rejected.

As instructed by customer support, I created a payment query ticket and submitted all required information, including:

bKash payment screenshot

Transaction ID

Payment receipt

Account details

Despite this, I keep receiving the same response saying that the corresponding transaction cannot be found and asking for the correct receipt, which I have already provided multiple times.

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Dear missiontcg,

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,

Veronika

It’s been 2 days since my deposit was rejected, but I am still receiving the same response from support without any solution. Please check my issue properly and provide an update as soon as possible. I kindly request you to escalate this matter to the relevant department.

Thank you for your reply. Please note that we at Casino.Guru act as mediators between players and casinos. We do not have direct access to casino accounts or internal systems. In order for us to properly investigate your case, it is important that you provide us with as much relevant information and supporting evidence as possible.

As part of our complaint resolution process, we first review the information and documents provided by the player. Once we gather all necessary evidence, we invite the casino representatives to participate in the resolution of the complaint.

• Could you please confirm whether you contacted your payment provider, as suggested in my previous response?

Additionally, in order 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 veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear missiontcg,

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,
Veronika
Casino.Guru