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Hello, on May 3, 2026, I made a deposit of €50 via direct transfer from the casino to my bank. The amount was deducted from my account immediately, but it didn't appear in my balance. I waited a few hours and contacted them via chat. They asked for proof of the transfer, but since it was recent, it wasn't showing up in the app. I waited until the next day and was able to retrieve the transfer receipt. I contacted them again via chat and sent it to them. They told me they would get in touch. Yesterday, I contacted them again to ask, as I believe they should know something by now, and they again told me they would contact me.

Hola ,el dia 3/05/2026 realize un deposito mediante transferencia directa desde el casino y mi banco de 50 euros .en el momento esa cantidad se desconto de mi cuenta pero no aparecio en mi saldo.espere unas horas y me puse en contacto por el chat .Me pidieron el justificante ,pero como era reciente no me aparecia en la aplicacion.Espere al dia siguiente y pude sacar el justificante de la transferencia y volvi a contactar por el chat y se los envie,me dijeron que ya se pondrian en contacto conmigo.Ayer volvi a contactar para preguntarles ,ya que creo que tendrian que saber algo ya.y me vuelven a decir que ya contactaran conmigo.

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Dear Aniass,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’s credited to your casino account or returned to your bank account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

My payment provider is my bank, and they credited the deposit from the very beginning, deducting it from my account. The problem lies with the casino, as they haven't credited the deposit. I sent the casino proof of deposit, and I believe the error is theirs, based on what I've read from other users who have had problems with deposits being credited at this casino. I'll have no choice but to wait and not use this casino again. Thanks for everything.

Mi proveedor de pago es mi banco ,y ellos acreditaron desde el primer momento el deposito descontandolo de mi cuenta el problema lo tiene el casino que es el que no acredito ese deposito ,yo adjunte el deposito mediante justificante bancario al casino y creo que el error lo tienen ellos ,por lo que he leido en otros usuarios que han tenido problemas con la acreditacion de deposito con este casino. No me quedara otra que esperar y no volver a usar este casino ,gracias por todo.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Aniass,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas