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Hello! On November 27, I made a deposit of 54,000 rubles via a bank card. The funds weren't credited to my casino account. I handed over the operation certificate to them. It's been 13 days and there's been no progress. They are blatantly lying. The timeframe for resolving the issue keeps changing. The casino is openly ignoring my requests, responding with generic answers, and deceitfully tricking me. It's an awful casino that took 54,000 rubles from me.

Здравствуйте! 27 ноября я сделал депозит в размере 54 000 рублей через банковскую карту. Деньги на баланс казино не были зачислены. Я предоставил им справку по операции. Прошло уже 13 дней и нет никакого результата. Они нагло лгут. Сроки решения проблемы постоянно меняются. Казино нагло игнорирует мои запросы отвечая шаблонными ответами и нагло обманывает меня. Ужасное казино которое забрало у меня 54 000 рублей

Dear vsplessk,

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

I have been waiting for the deposit to be credited since November 27th. 16 days have passed. The last time they answered me by mail was on December 8th. They asked for proof of deposit even though I had previously provided them with a receipt. Once again I provided a screenshot from the bank’s personal account. As a result, every time I contact them via live chat, they answer me that they have forwarded my request to the financial department. And this has already been going on for 16 days. This is a terrible casino

Я жду зачисление депозита с 27 ноября. Прошло 16 дней. По почте мне отвечали последний раз 8 декабря. Попросили доказательства депозита, хотя я ранее им предоставлял чек. Предоставил ещё раз и скриншот из личного кабинета банка. В итоге при каждом моём обращении через лайв чат мне отвечают что они передали моё обращение в финансовый отдел. И так уже продолжается 16 дней. Это ужасное казино

Every time I contact them via live chat, they answer me the same way. They still haven't responded to me by email(

При каждом моём обращении к ним через лайв чат они мне отвечают одно и тоже. Они мне до сих пор не ответили по почте(

Today I received this response from them:

Сегодня поступил от них такой ответ

24 hours have passed. The deposit has not been credited. The casino has deceived me once again...

Прошло 24 часа. Депозит не зачислен. Казино в очередной раз меня обмануло...

They said they would enroll soon. It’s just unknown when this will happen and whether it’s true or not.

Сказали что скоро зачислят. Только неизвестно когда это будет и правда это или нет.

Now they are writing to me something completely different. The deposit has not yet been credited. 20 days have passed

Сейчас они мне уже пишут совсем другое. Депозит до сих пор не зачислен. Прошло 20 дней

Dear vsplessk,

At such issues we recommend to wait at least a month for the casino to locate the lost fund. Please be sure let them finish the investigation as keep spamming them will just slow down the process.

Why should I wait at least a month if they promised to credit me with a deposit on December 15 if there is no response within 24 hours. I showed you this screenshot. The casino misleads me every time and ignores me

Почему я должен ждать как минимум месяц, если они мне обещали депозит зачислить 15 декабря если не поступит ответ в течение 24 часов. Я вам показывал этот скриншот. Казино каждый раз вводит меня в заблуждение и игнорирует

Dear vsplessk,

One month is just a recommended time frame noting more. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Tomorrow it will be exactly one month since my deposit has not been credited. Let me give my money back. There are too many complaints about this casino regarding payouts. Replies once every 1-2 weeks by email. I don't want to know anything more about this casino. They don't even answer here. What else should I talk to him about? It's just arrogant. It took a whole month for the deposit to be credited. It feels like I'm begging them for my own money. I think they should be blacklisted. People shouldn't play in a casino like this

Завтра будет ровно как месяц мой депозит не зачисляют. Пусть обратно возвращают мои деньги. На это казино слишком много жалоб по поводу выплат. Отвечает раз в 1-2 недели на почте. Я не хочу больше ничего знать о данном казино. Они даже здесь не отвечают. О чём с ним ещё говорить ? Просто это нагло. Целый месяц тянуть с зачислением депозита. Такое чувство что я у них выпрашиваю свои же деньги. Я считаю их нужно отправлять в чёрный список. Люди не должны играть в таком казино

Hello vsplessk,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite CryptoBetSports Casino to join the conversation and participate in the resolution of this complaint.

Dear CryptoBetSports Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

Casino.Guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello vsplessk,

I managed to get in touch with the representatives of the casino internally. They have informed me that there are some issues with posting replies here in the thread. However, they have provided me with some strong evidence. Therefore, if we should move forward, I kindly request you to send me your bank statement for November 2023 in its original PDF format. This will enable me to verify that your disputed deposit was debited on 27.11.2023.

Here is my email: tomas.k@casino.guru

Please let me know once you do so. Thank you.

I sent you a bank statement by email.

Отправил вам на почту выписку из банка

Dear vsplessk,

It seems that we need to conduct a more detailed investigation regarding your disputed transaction. Therefore, I kindly request that you send an email to your bank and ask them to confirm whether the transaction in question was successfully processed and debited from your account on 27.11.2023. In general, I require confirmation that the transaction was successful from your bank's end.

Once done, please forward their official reply to my email address: tomas.k@casino.guru

Thank you in advance for your cooperation.

Dear vsplessk,

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 have provided you with a bank statement showing this transaction. I have no other documents and the bank says that this statement serves as evidence, since it is a legal document.

Я вам предоставил выписку из банка, где указана данная транзакция. Других документов у меня нет и банк говорит что данная выписка служит доказательством, так как это юридический документ.

vsplessk, as mentioned above, we need an official statement from your bank. If your bank claims it is an official document, please forward this confirmation to my email address: tomas.k@casino.guru

Please keep in mind that we need an official response from the bank's email address. I will now extend the timer by an additional 7 days. If you fail to provide evidence, we will reject this complaint.

Dear vsplessk,

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.

Dear all,

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 once the requested evidence has been provided.

Kind regards,

Tomas

Casino.Guru