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I deposited 20€ five days ago with the 400% bonus and nothing has happened since. I'm always being put off by the support team. The money is neither in my casino account nor in my bank account.

The email I used to register is: Benjamin.Peskes.design@gmail.com

Please clarify this issue quickly!

Habe jetzt vor 5 Tagen 20€ mit dem 400% Bonus eingezahlt und es ist seitdem nichts passiert. Werde vom Support immer nur hingehalten. Geld ist weder auf dem Casinokonto noch auf meinem Bankkonto.

email mit der ich angemeldet bin: Ben**********es.design@gmail.com

bitte um schnelle Klärung!

Dear bennipeskes,

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 that takes approximately one month. In these cases, the 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.

Could you please advise if it was your first deposit in this casino? Please forward your payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Yes, it was the first deposit at the casino. Email them the receipt.

Ja, es war die erste Einzahlung bei dem Casino. Sende ihnen den Beleg per Mail.

I completely empathize with your frustration, bennipeskes. As I 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 give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 25 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

Dear bennipeskes,

Have there been any developments since our last conversation, please? 

Dear bennipeskes,

Have you received your deposited funds? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.