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on March 4, 2025 I made a deposit that was rejected... the money was deducted from my piggy bank account but was never returned... I contacted my bank who confirmed that the money was sent correctly

il giorno 4 marzo 2025 ho effettuato un deposito che mi è stato rifiutato... i soldi sono stati detratti dal maialino conto corrente ma non sono mai stati restituiti... ho contattato la mia banca che ha confermato che il denaro è stato mandato correttamente

Dear ivan92s,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you're experiencing.

Since your deposit appears as "rejected" in the casino’s transaction history but was still deducted from your bank account, could you please confirm the following details?

• Could you please forward me the confirmation of the deposit you received from your bank? My email address is veronika.f@casino.guru.
• Have you contacted the casino customer support after you found out your deposit was marked as "rejected"? Did you ask whether a refund of your deposit has been processed?
• Has the casino customer support suggested what steps can be taken for the deposit to be returned to your bank account? Failed deposits are often refunded automatically but may take a few days to reflect in your account.
• Have you used the same payment method for this deposit as you successfully used before?

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

Best regards,

Veronika

I contacted customer service several times but they couldn't help me... telling me I had to wait... they didn't even suggest what steps to take for the refund... I always made the deposit with the same bank account

Ho contattato più volte il servizio clienti ma non sono riusciti ad aiutarmi... dicendomi che dovevo aspettare ... non mi hanno suggerito neanche quali misure adottare per il rimborso... ho sempre effettuato il deposito con lo stesso conto bancario

Thank you for your response and for your email. Could you please forward me your bank statement for March 2025? This will allow us to check whether the deposit that was rejected by the casino has been refunded to your account. Looking forward to your reply.

Hello, the March statement arrives at the end of the month. I am attaching by email all the transactions made in the month of March.

salve L estratto conto di marzo arriva a fine mese le allego per e-mail tutti i movimenti fatti nel mese di marzo

Could you please forward me all the communication between you and the casino's customer support regarding the lost transaction? Kindly include your communication with the bank as well (veronika.f@casino.guru).

Please note that for a failed transaction, it may take several working days for the funds to be returned to the sender's account.

Dear ivan92s,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.