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I made a deposit yesterday, on 10/25/2024, around 8 PM, and the money still isn't available for me to play. They say it's a payment system issue. I have already sent the proof of payment, yet they still haven't credited the funds to my player balance.

Fiz um depósito ontem dia 25/10/2024 por volta das 20 horas até agora ainda não tenho o dinheiro disponível par jogar, dizem que é um problema do sistema de pagamento. Já mandei o comprovativo mesmo assim não creditam os fundos no saldo de jogador.

Dear Scp4all,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

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

Best regards,

Nick

Yes, I have already spoken to the casino in question and they have already sent an email to the payment provider.

thank you

Sim já falei com o casino em questão eles já mandaram um email ao provedor de pagamento estou no aguardo.

obrigado

Dear Scp4all,

Did you also forward the payment confirmation from your payment provider to the casino as a proof of deposit?

Please forward the communication between you and the casino regarding this case to nikolas.b@casino.guru.

Looking forward to your respond.

Regards,

Nick

Hello good evening, I've already been credited with the money but as I couldn't play because I was blocked for talking to the guru about the case I can't play from 77€ they paid 69€ they deducted the commission.

but everything is fine thank you

Olá boa noite, já me creditaram o dinheiro mais como não podia jogar porque fui bloqueado por ter falado com o guru sobre o caso não pode jogar de 77€ pagaram 69€ descontaram a comissão.

mais está tudo bem obrigado

Dear Scp4all, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru