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I made a deposit of 400 € on 23/04 at 18.58, which the bank claims to have made correctly (by withdrawing the funds from my bank account), while the casino claims the opposite. I have sent all the payment receipts but the casino does not credit me the amount

Ho effettuato un deposito di 400€ il 23/04 alle 18.58, deposito che la banca sostiene di aver effettuato correttamente (prelevando i fondi dal mio bank account), mentre il casino sostiene il contrario. Ho inviato tutte le ricevute di pagamento ma il casino non mi accredita l'ammontare

Hello Guglielmo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with iWildcasino. Please allow me to ask you a few more question before we would move forward.

Was this your first ever deposit into the casino? When was the last time the casino responded to you and what was it about? Are they still looking into the case or did they close it already?

Please note that it might take up to few days to receive the deposit if such an error occurs. If you already provided the bank statement of your payment I believe it is only a matter of time before your deposit would be credited.

Looking forward to your answer.

Regards,

Nick

It was the first deposit, then I made others that were successful. But it was the first deposit.

They have always told me that they have not received any money, but the bank has told me that it has been successful and they can no longer do anything to cancel it. In fact, the transaction was accounted for.

I contacted the casino today and the answer is always the same: "we have not received the money", despite having sent him reports and payment receipts several times. Receipts I have also attached in this complaint

È stato il primo deposito, poi ne ho fatti altri che sono andati a buon fine. Ma è stato il primo deposito.

Loro mi hanno sempre detto che non hanno ricevuto soldi, la banca invece mi ha detto che è andato a buon fine e non possono fare più nulla per annullarlo. Infatti la transazione è stata contabilizzata.

Ho contattato oggi il casino è la risposta è sempre la stessa: "non abbiamo ricevuto i soldi", nonostante gli abbia inviato più volte segnalazioni e le ricevute di pagamento. Ricevute che ho allegato anche in questo reclamo

Hello Guglielmo,

Could you please provide the statement to us too? If yes, please send it to nikolas.b@casino.guru. Also when was the last time the casino responded to you?

Sure, now I'm sending it. Anyway yesterday I talked to the casino and nothing has changed

Certo, ora la invio. Comunque ieri ho parlato con il casino e niente è cambiato

Thank you Guglielmo for the statements. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Can you give me Branislav's e-mail or tell him to contact me by e-mail, so that I can send him all the details?

Thanks

Puoi darmi la mail di Branislav oppure dirgli di contattarmi tramite mail, cosi da mandargli tutti i dettagli?

Grazie

Hello, Guglielmo,

I am sorry to hear about your situation. Here is my email address - branislav.b@casino.guru. However, I was able to review the email with all attachments you sent to my colleague Nick before. There are some discrepancies in the times of transactions and also I cannot see a complete transaction history from your casino account.

I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite iWildcasino's representative to join this conversation and participate in the resolution of this complaint.

Dear iWildcasino Team,

Could you please look at the player's issue and provide us with an explanation? If I understood it correctly, there should have been 2 deposits made by the player on April 23, 2022.

Thank you in advance for providing the information.

The discrepancies are due to the time zone perhaps. Because on my screenshot it comes out 18.58, while for iwildcasino 16.58. I tried again to make the transaction, but I had no more money because the first had taken the money from my bank account but had not credited it on the site. Now I send you back all the precise images, only related to this transaction.

I am also attaching the answer and the complete statement of those days, with other transactions, however, made on other casinos

Le discrepanze sono dovute al fuso orario forse. Perché sul mio screenshot esce 18.58, mentre per iwildcasino 16.58. io ho riprovato a fare la transazione, ma non avevo più soldi perché la prima aveva preso i soldi dal mio conto bancario ma non li aveva accreditati sul sito. Ora ti rimando tutte le immagini precise , solo relative a questa transazione.

Allego anche la risposta e l'estratto conto completo di quei giorni, con altre transazioni però effettuate su altri casino

Thank you for the information and data. Unfortunately, it is not completely clear from the provided documents. I can see 2 realized payments from your bank account made on April 23, 2022, and 3 deposits in the casino account transaction history. Moreover, there is a detailed bank statement for the payment made at 18:58. Nothing else pointing to the same about the other payment.

Therefore, I would like to wait for the casino's response and other details.

Yes, there are other payments on other casinos. What was done on Iwildcasino is that of 400 € at 19.58 / 16.58, of which I have also sent the detailed transaction.

In the other photos instead there are all the deposits accounted for in those days, therefore also on other casinos.

The offending payment is the one made on 23/04 at 16.58 of 400 €. I tried multiple deposits at Iwildcasino because after the first one didn't go, I tried again, but having only € 400 left in my account after they took those, the others couldn't go through. I am sending you the account statement of that day plus the transaction in detail

Si, ci sono altri pagamenti su altri casino. Quello che è stato fatto su Iwildcasino è quello di 400€ alle 19.58/16.58, di cui ho mandato anche la transazione dettagliata.

Nelle altre foto invece ci sono tutti i depositi contabilizzati in quei giorni, quindi anche su altri casino.

Il pagamento incriminato è quello effettuato il 23/04 alle 16.58 di 400€. Ho provato più depositi su Iwildcasino perché dopo che il primo non è andato, ho riprovato, ma avendo solo 400€ rimanenti sul conto dopo che si sono presi quelli, gli altri non sono potuti andare a buon fine. Vi mando l'estratto conto di quella giornata più la transazione nel dettaglio

Dear iWildcasino Team,

How many successful and verified deposits were made by the player to the casino account on April 23, 2022?

In the meantime, Guglielmo, can you please try to contact your bank with the above-mentioned payment details and let us know about the results of an investigation?

I have a receipt that that payment was successful from the bank and was also accounted for. Mine

Io ho la ricevuta che quel pagamento è andato a buon fine da parte della banca ed è stato anche contabilizzato. La mia

I have a receipt that that payment was successful from the bank and was also accounted for. as you can see, the bank has consented to the transaction in question, for them it was successful, consenting to the payment. The bank is Buddybank Unicredit, you can talk to them by sending these photos, they will tell you that they correspond to a duly made payment. They told me the transaction went well and they can't do anything, it's the casino's responsibility

Io ho la ricevuta che quel pagamento è andato a buon fine da parte della banca ed è stato anche contabilizzato. come vede la banca ha acconsentito la transazione in esame, per loro è andata a buon fine, acconsentendo il pagamento. La banca è Buddybank Unicredit, potete parlare con loro mandando queste foto, vi diranno che corrispondono ad un pagamento regolarmente effettuato. Loro mi hanno detto che la transazione è andata bene e non possono fare nulla, è responsabilità del casinò

You already provided us with these screenshots several times.

In the provided photos, there is not any information about the owner of the payment method, nor any bank account details. I am referring to photos with a list of transactions taken from another device. Moreover, you sent us only one Buddybank detailed bank statement about the realized transaction. If there were 2 successful payments, we need 2 bank statements like the one you provided us with. And, we would like to see also a complete transaction history from your casino account. Not only part of it.

Are you able to ask your bank's Customer Support to look at the situation on their side and perform an in-depth investigation using the details provided by the casino? We would like to see an official statement from your bank. Currently, there is no other option for how we could move forward.

I can send you the statement, but the bank says that's all they can give me

Vi posso mandare l'estratto conto, ma la banca dice che questo è tutto quello che mi può dare

You can speak to the bank, Buddybank by Unicredit.

Potete parlare voi con la banca, Buddybank by Unicredit.

I sent you everything the bank could give me. The receipt of the recorded payment, I don't know what to do anymore

Io vi ho mandato tutto quello che la banca mi ha potuto dare. La ricevuta del pagamento contabilizzato, non saprei più che fare

Yes, please, send me all information provided by your bank. And, if you have not done it yet, please contact your bank with the details from the casino above, as I advised you.

I am afraid I cannot contact your bank. Banks can provide personal data only to the bank accounts' owners.

Dear iWildcasino Team,

I would appreciate it a lot if you could answer my question directed to you about successful deposits.

We are looking forward to hearing from you.

Dear Guglielmo and Branislav,

I provide you with information about all deposits made by the player on our project.

Please let me know if you need anything else.

Greetings all,

Thank you, iWildcasino Team, for your reply and information.

Dear Guglielmo,

Now it is clearer. If I understood it correctly, only one payment made on April 23, 2022, was successful.

So, as I already stated above - I recommend consulting your bank as soon as possible. I am sorry, but the data you provided us with is not sufficient.

We would like to see an official statement from your bank. Currently, there is no other option for how we could move forward. It does not matter if you have a confirmation of this payment. It is necessary to see, in the bank account transaction history, that the balance after deducting this amount was decreased and also that the amount was not credited back to the bank account later. Explain the situation to your bank and provide them with the data which we received from the casino.

Are you please able to ask your bank's Customer Support to look at the situation on their side and perform an in-depth review using the details provided by the casino (the data stated in the casino's post from May 9, 2022, in this complaint)?

You have to contact your bank, it has to be done by you.

Once you will have any news or an official statement from your bank, please, let us know about the results and feel free to send me all information to my email (branislav.b@casino.guru), or post it directly here with your reply. Your cooperation is more than necessary for this matter.

We are looking forward to hearing from you soon.

Dear Guglielmo,

Is there any progress on your issue? Can you please provide us with an update? 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.

We are looking forward to hearing from you.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, iWildcasino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru