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Hello, the fact is that on August 4th I made a deposit of 35 euros, which were automatically deducted from my bank account. To this day, I still do not have the balance on this page. First, it was being processed, and now they tell me that the money has not arrived and that the bank will return it to me (a lie, the bank is not going to return anything to me because the amount has already been deposited).

Hola el caso es que el dia 4 de agosto hice un ingreso de 35 euros ,los cuales automaticamente fueron descontadoa de mi cuenta bancaria,a dia de hoy sigo sin el saldo en esta pagina,primero que estaba en tramitacion y ahora me dicen que no ha llegado el dinero,que me lo devolvera el banco(mentira el banco ni me va a devolver nada por aue el importe ya esta ingresado )

Dear player,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you've encountered with your missing deposit.

If the funds haven’t been credited to your casino account, the most appropriate next step would be to contact your payment provider directly. They are the only party that can initiate a trace on the transaction and investigate where the issue occurred. Please keep in mind that such investigations can be complex and may take up to a month to complete.

In cases like this, the casino’s ability to assist is usually limited until the payment provider concludes their review. That’s why your cooperation with them is essential in resolving the matter.

Although we are unable to intervene directly at this moment, I will leave this complaint open for one month and kindly ask you to keep us updated on any developments. If there is any new information or if the situation changes, feel free to reach out to us at any time.

Thank you very much for your understanding and patience.

Best regards,

Natalia

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Well, the bank is going to ignore me, it's not going to give me anything back, it's obvious, especially on an unlicensed website.

Pues vaya,el banco va a pasar d emi ,no me va a devolver nada,e sovbio y menos en una pagina sin licencia

Dear player, have you already contacted the payment provider (your bank)?

The bank has told me that the payment has been made and sent to that site. I'm tired of being robbed like that. First, I expect the payment would arrive in 3 to 5 days, but then it hasn't even arrived yet, since I sent them a screenshot of the deposit I made.

El banco me ha dicho que el pago esta realizado y enviado a ese sitio,estoy cansado que me.roben de esa forma,primeeo que el pago llegaria en 3 a 5 dias luego que ni les ha llegado,ya que les mande la captura del ingreso que realize

Dear player, to proceed with your case, could you please forward me the following documents to natalia.b@casino.guru:

• 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

Thank you in advance for your cooperation.

Dear Asensio1982,

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,
Natalia
Casino.Guru