Turbico Casino - Hráčův vklad nebyl nikdy připsán na její kasino účet.

Deposit via immediate transfer was not booked.

Contacted several times with live chat no help. Screenshot submitted.

The chat makes fun of you and you are put off.

Einzahlung über Sofortüberweisung wurde nicht verbucht.

Mehrmals Kontakt mit Live Chat keine Hilfe. Screenshot eingereicht.

Der Chat macht sich über einen lustig und man wird vertröstet.

Dear Lazboond007,

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 located and refunded back to you or credited to your casino account.

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 

Receipt has been sent to your email address.

Thanks for your efforts.

Nicole

Beleg wurde an Ihre Email Adresse gesendet.

Danke für Ihre Bemühungen.

Nicole

Payment receipt from the player:

Thank you very much, Nicole, for the payment receipt. Could you please advise if you have contacted your payment provider/bank already? As I mentioned earlier, if a deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary. 

I have not yet contacted the payment provider.

Den Zahlungsanbieter habe ich noch nicht kontaktiert.

Please do so. They need to be part of the investigation.

Ok

Please keep me informed.

Ok

Hello Lazboond007,

Have there been any developments since our last conversation?

Dear Lazboond007,

Have you received your deposit? 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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the casino:

"Hello everyone! 

Dear Lazboond007, 

I'm Julia from Turbico Casino and I'd like to assist in your case. 

As we're constantly working on improving our service - your feedback is very important for us. 

Your deposit of 40 EUR is still pending. Once you're able to upload a proof of deposit on the account, our Payments team will review it and assist further, as our customer support representative mentioned in the last live chat with you. 

Please feel free to contact me here if you have any questions and I'll be happy to help :🙂

Thank you very much, Julia from Turbico Casino, for your assistance.

Dear Lazboond007,

Could you please upload a proof of deposit on the account and keep me informed about any further developments? Thank you very much in advance.

Dear Lazboond007,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.