Thunderbolt Casino - Hráčův vklad nebyl nikdy připsán na jeho kasino účet.

Dear LongjohnZ,

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, 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 along with any relevant communication 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 

No no I got proof of payment

Ok then it's fraud I got make a case at the Police to investigate

Which payment method you have used to deposit funds into your casino account? You stated in your very first reply that you have sent proof of payment to casino. Please forward the same proof to petronela.k@casino.guru. Thank you in advance.

Sorry it was R90 rand proof of payment attached

Thank you for the payment receipt.

As I mentioned earlier, if the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account. Given that it's less than a week now since the unsuccessful transaction (12/01/2022), I will set the timer for additional 14 days and if there's no development by then, we will intervene. Thank you very much in advance for your patience.

Please bear in mind, only the sender can track the transaction, not the beneficiary. Therefore, I strongly recommend contacting your bank and asking them for assistance to locate your funds.

I am with the casino more than two years never had this problem before.I even got big pay outs from the casino with no problems. I think it's the casinos service provider whom are the problem.The don't credit the payment immediately.

Have you contacted your bank already?

Why must I contact the bank I got the proof of payment. In the past I also sended proof of payment to thunderbolt and within two business days my account was credited

Your bank needs to be contacted because only the sender can track the transaction, not the beneficiary.

Hello LongjohnZ,

Have there been any developments since our last conversation?

Money was credited to my account thanks

Money was deposited in my casino account thanks

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, LongjohnZ, for your cooperation and confirmation, and please don’t 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.

Best regards,

Petronela

Casino.Guru