N1 Casino - Hráčův vklad nebyl nikdy připsán na její účet.

I made the first deposit attempt but entered the wrong card expiry date. As soon as it was rejected, I entered the correct one where the money was withdrawn normally and I received a confirmation pop up that the money was credited, as well as an email from viva wallet and a notification from the bank. The page only shows the rejected exchange and not the second one that happened 1 minute later. They insist that they don't see her and I have to wait 10 days and if the money is not returned I have to contact them again.

Εκανα την πρωτη προσπαθεια καταθεσης αλλα εβαλα λαθος ημερομηνια ληξης της καρτας. Μολις απορριφθηκε εβαλα τη σωστη οπου τραβηχθηκαν τα χρηματα κανονικα και μου ηρθε και pop up επιβεβαιωσης οτι τα χρηματα πιστωθηκαν οπως και email απο την viva wallet και ειδοποιηση απο την τραπεζα. Στην σελιδα εμφανιζεται μονο η απορριπτεα συναλλαγη και οχι η δευτερη που εγινε 1 λεπτο μετα. Επιμενουν οτι δεν την βλεπουν και πρεπει να περιμενω 10 μερες και αν δεν επιστραφουν τα χρηματα να ξαναεπικοινωνησω εγω μαζι τους.

Dear elmat1,

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,

Kristina

While I have presented them with all the official documents from the bank, they refuse to proceed with the process of checking with the bank for a refund.

Ενω τους εχω προσκομισει ολα τα επισημα εγγραφα απο την τραπεζα αρνουνται να προχωρησουν τη διαδικασια του ελεγχου με την τραπεζα για επιστροφη χρηματων.

elmat1, have you already contacted your bank as I suggested in my previous message?

Yes i have contacted them

Could you please forward any official statement (such as a letter or email) from your bank regarding this situation to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear elmat1,

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 sent you an email as requested at kristina.s@casino.guru

Σας εχω στειλει μειλ οπως ζητησατε στο kristina.s@casino.guru

Thank you very much. Could you please also forward me any relevant communication between you and the casino?

Ok i just sent it to you. Please check.

Thank you very much elmat1 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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 elmat1,

I will assist you with the complaint from now on. I went over the details of the case and I'll do my best to help. First I would like to ask the representative of N1 Casino to join the conversation in order to help us resolve the issue.

N1 Casino,

Could you explain what has been done to locate elmat1's deposit and refund it? Do you need any additional information from elmat1, in order to proceed with the investigation?

Hi,

We got an answer from a payment provider and credited the deposit to your account.

You may already check the funds, we believe that the dispute is resolved.

Sorry for any inconveniences caused.

Hi, there is not any refund issued yet.

Money refunded in the casino website. I withdrawed it. Thank you casino guru.

Hello elmat1,

Do I understand correctly your withdrawal of funds was already processed and the money reached you? May we consider the issue resolved?

No, they rejected my withdrawal.

Sebastian 02:13 pm

We would like to inform you that your last withdrawal was declined. All non-bonus deposits (or if a bonus has been voided) must be wagered at least once before requesting a withdrawal. Thank you for your understanding!

No, they rejected my withdrawal.

Sebastian 02:13 μμ

Θα θέλαμε να σας πληροφορήσουμε ότι η τελευταία σας ανάληψη απορρίφθηκε. Όλες οι καταθέσεις χωρίς μπόνους (ή εάν κάποιο μπόνους ακυρώθηκε) πρέπει να ποντάρονται τουλάχιστον μία φορά πριν αιτηθείτε ανάληψης. Ευχαριστούμε για την κατανόηση!

elmat1,

Do I understand correctly you wish the deposit to be refunded? Did you ask the casino for a refund of your deposit?

Yes, and it was rejected because I have to bet the money once after 1.5 months of suffering. They also asked me again for photos of my debit card which they already have.

Ναι και απορριφθηκε γιατι πρεπει να πονταρω τα χρηματα εστω μια φορα μετα απο 1.5 μηνα ταλαιπωριας κοντα. Επισης μου ζητανε ξανα φωτογραφια της χρεωστικης μου καρτας που ηδη εχουν.

N1 Casino,

Could you explain if elmat1 is eligible for a refund under current circumstances? What is required from her so that her funds can be refunded?

Money were refunded to my bank account. Thank you for your help.

Dear elmat1,

I'm glad to hear that the refund was granted and processed already. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.