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Hello! On July 21st at 13:22, I made a deposit at the casino. The deposit was made via 3ds but it didn't go through. I provided a transaction certificate and a bank statement in the chat, but it appears they didn't send this to the finance department and my request was simply closed. For the past 7 days, I have been unable to access my deposit. I am seeking assistance. The finance department has remained silent over email.

Здравствуйте! 21 июля в 13:22 сделал депозит в казино. Депозит был через 3ds. Он не зачислился. Предоставлял справку об операции и выписку из банка в чат, но её видимо не отправили в финансовый отдел и мою заявку просто закрыли. На протяжении 7 дней я не могу получить свой депозит. Прошу помочь. Финансовый отдел по почте молчит

Dear jungllena,

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

Please do not close the complaint until the deposit is credited

Прошу не закрывать жалобу, пока депозит не будет зачислен

Why doesn't their representative even respond to the complaint?

Почему их представитель даже не реагирует на жалобу ?

Dear jungllena,

We did not request the casino to join here as it is not necessary yet. Please contact your payment provider to find out where did the money go and if you get any confirmation regarding the successful payment or a reference number, please forward it to the casino so they can trace the payment.

Dear jungllena,

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.

I contacted them. They said they didn't receive my deposit even though I gave them a check and a statement.

Я с ними связывался. Они сказали что мой депозит к ним не поступал, хотя я им предоставил чек и выписку

Dear jungllena,

Could you please provide the communication between you and the casino related to this case to nikolas.b@casino.guru? Did you also try to contact your bank to find out what might have happen?

Dear jungllena,

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.