I think we all feel it's not okay to send money to the casino and lose it somewhere during the transaction.
Also, jumping to a conclusion is tempting, but sometimes it leads to prejudice rather than moving the matter forward to reality. I'm speaking solely from my own experiences, of course. I was quite such a jumper when I was younger 😀.
In any case, feel free to submit a complaint against this casino. Since it's free, the only investments will be effort and time. I'm not saying we will be able to get directly to the casino's partner and demand an investigation, but we can try to help you push for the solution.
I can easily admit that I somehow understand that the casino may also feel under pressure, and if they don't have any updates from the payment provider, there is nothing they can do. But in any case, resolving deposit issues should be their priority.
If I were the casino manager, however, I would provide you the money now so you feel like a well-treated customer, and I would keep pushing the payment provider to resolve it eventually. From an economic perspective, it feels better to spend some money on act of goodwill than lose a potentionel customer. 🤷♀️
To me, you sound like a very open-minded person, so I'll leave the complaint decision to you.
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