Casino Masters - Hráčův vklad nebyl nikdy připsán na jeho účet.

Deposit for two casinos € 50 Vegasoo and Casino Masters. The money left the account but I can't log in to either account. The chat is answered by a bot that doesn't help and I've sent many messages on the subject in a week and I haven't received any response.

Talletin kahdelle kasinolle 50€ Vegasoo ja Casino Masters. Rahat lähti tililtä mutta en pysty kirjautumaan kummallekkaan tilille. Chatissa vastaa botti joka ei auta ja olen lähettänyt monia viestejä aiheesta viikon sisään ja en ole saanut mitään vastausta.

Dear Joni,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Are you receiving any error messages when you try to log in? If yes, would you be so kind and post here a screenshot?

Have you also tried contacting the casino via email support@casinomasters.com?

Additionally, I would like to ask you to keep it one casino per the complaint, so if you are experiencing problems with another casino, please submit a new complaint with the details of what happened and we will publish it as soon as possible:

https://casino.guru/complaints

I hope, we will be able to help you to resolve this issue as soon as possible.

Best regards,

Kristina

Dear Joni,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hey!

Thanks for the answers.

I got a € 50 refund but I don’t know which casino it came from. Neither casino has responded to my posts.

Terve!

Kiitos vastauksista.

Olen saanut 50€ palautuksen mutta en tiedä kummasta kasinosta se tuli. Kumpikaan kasino ei ole vastannut viesteihini.

Thank you for your reply, Joni. Isn't it possible for you to check in your bank statement from whom the transaction came from and compare it to deposit transactions information? Or do both casinos have the same company name in your bank statement?

Hi!

The statement only shows the address and it is the same in both. So I can't know which one made the return.

Moi!

Tiliotteessa käy vain ilmi osoite ja molemmissa se on sama. Eli en voi millään tietää kumpi palautuksen teki.

Thank you very much Joni for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Joni!

From now on, I will take care of your complaint. I would like to invite representatives of Casino Masters into this complaint in order to help us resolve the issue.

Hey!

Great job. Thank you for your help.

Joni

Terve!

Hieno homma. Kiitos kun autatte.

Joni

Dear Joni,

We have checked your account and we can confirm that the refund of your deposit on your Casino Dome accounts has been processed and the funds should have reached your account.

The refund for your deposit on your Casino Masters account is currently in the process of being refunded and you should receive an update very soon.

Should you have any further queries, please do not hesitate to contact us back.

Kind regards,

Casino Masters Team

Hi!

Thank you so much! I never thought I would see those money again.

Awesome team you have there 👏👏

Dear Joni,

We would like to inform you that your deposit was refunded back to your account on the 25/08/2021 and the funds should have reached your account instantly.

Should you have any further queries, please do not hesitate to contact us back.

Kind Regards,

Casino Masters Team

Hello Joni!

Could you please confirm that your deposit was refunded?

Hey!

I received one refund then 17.8.

€ 50.

I haven't received a refund from another casino yet.

Terve!

Olen yhden palautuksen saanut silloin 17.8.

50€.

Toiselta casinolta en ole vielä saanut palautusta.

Hello joni!

Do I understand correctly that your issue with Casino Masters can be considered as resolved, whereas there is still refund to be made at Vegasoo Casino?

Hey!

So I still don’t know which casino: Vegasoo or Masters has returned it for € 50.

But that second € 50 is yet to be refunded.

Terve!

En siis vieläkään tiedä kumpi casino: Vegasoo vai Masters on palauttanut sen 50€.

Mutta se toinen 50€ on vielä palauttamatta.

Somewhere in the post you are talking about the Casino domain and I have no history with it.

Jossain viestissä puhutte Casino domesta ja sen kanssa minulla ei ole mitään historiaa.

Dear Joni,

I would like to kindly suggest that we wait a bit to see if the second refund would appear in your account as well. I will set the timer to 7 days for you, so you can inform us within this time frame. In case your refund will not be credited, I will contact the casino once again.

Dear Joni,

After checking your account I can confirm that we have refunded you the below on the bank account used for your deposits:

Casino Dome - 50 EUR - 10/05/2021

Vegasoo - 50 EUR - 16/08/2021

Casino Masters - 50 EUR - 25/08/2021

If You are missing any of the above funds, please provide us a bank statement in PDF format from 10/05/2021 until today, so that we will be able to check this further for you.

Regards,

Casino Masters Team

Dear Joni,

Please note that screenshots are not accepted. We have sent you an email for you to reply back, providing the bank statement in PDF format directly to our email address.

Thank you for your cooperation.

Regards,

Casino Masters Team

Dear Joni,

Did you provide the casino with the requested documents in the correct format?

Hey!

The money appeared in the account a few days ago. Thanks for the help 👍👍💪❤

Terve!

Rahat näkyi tilillä muutama päivä sitten. Kiitos avusta 👍👍💪❤

Hello Joni!

I am delighted to see the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.