SpellWin Casino - Η κατάθεση του παίκτη καθυστερεί.

I have made a deposit with the casino, they took the money out of my bank and didnt place it on my balance and IV sent 40+ emails live chat in more than 4 occasions. They keep telling me to send more and more bank statements, when I have proved the money has left my account, I'm on the verge of just giving up as they are very unhelpful 2 weeks now this has been going on.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear ryan1212,

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 takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. 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,

Jean

The money has left my bank account and never hit the casino account, they said the deposit failed but still the money has gone and still to this day has not come back IV provided bank statements proving this to them and still no resolve, I have spoken with my bank and because I have authorised the payment there is nothing they can do, so frustrating I don't get if the deposit wasn't successful why have they still taken the money out of my bank?

Spellwin say they use a different payment provider and they say the money was not taken even though I have proved it has been!

I completely empathize with your frustration, ryan1212. As I have mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to provide the casino with sufficient opportunity to investigate and resolve the issue, I will extend the timeline by an additional 27 days, making it a full month. If no progress is made by then, we will step in and intervene.

Let's remain optimistic and hope for positive news regarding your deposited funds. Thank you in advance for your patience and understanding.

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

Dear ryan1212,

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,

Jean