Batery Casino - Depozit igrača je odložen.

Hello CasinoGuru Team,

I am filing this complaint against Batery India regarding a deposit of ₹1,998.19 made on March 14, 2026. Despite 61 days having passed, the amount has not been credited to my casino gaming account.

I have already provided the following details to their internal support multiple times:

UTR / Transaction ID: 573173650561

Support Ticket/Request ID: №23279783

My bank (ICICI Bank) has officially confirmed that the funds were successfully credited to Batery's beneficiary account on the exact same day (March 14). I have also submitted the full video proof of my transaction history as requested by their team.

However, their administration keeps sending automated 'please wait' emails and refusing to provide any resolution or timeline. I request CasinoGuru to kindly mediate this case and help me get my funds credited.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Batery Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any previous or subsequent successful deposits in the casino?
• Could you please share a screenshot of how the transaction appears in your player's account, deposit history?
• Could you please share with me your communication with the casino when you attempted to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your response. I need to clarify the exact situation based on your questions:

Previous/Subsequent Deposits: Yes, I have made subsequent successful deposits after this disputed transaction, and those funds were credited to my account instantly. This proves that my account is fully active and there is no issue from my side.

Deposit History: Regarding this specific delayed transaction (INR 1,998), the casino has completely hidden or omitted any record of it from my player account's deposit history. There is no trace of it visible on the portal.

Casino Support & Proofs: > * Initially, when I raised the issue, the casino closed my ticket (Ticket №22076395) stating they never received the money and told me to check with my bank.

However, my bank officially confirmed that the funds were successfully credited to the beneficiary's account on the very same day.

After that, whenever I tried to raise this issue, their system automatically closed my requests, citing the old ticket number.

Finally, when I explicitly warned them that I would escalate this to the Curacao Gaming Control Board and Casino Guru, they suddenly reopened the issue.

Currently, they are showing the request as "In Process" but have been stalling it for days.

Note regarding Attachments: I have already attached the official Bank Statement and the bank's successful payment confirmation proof in my initial complaint form when I submitted this case. Please review those attached documents from the main thread. I am also attaching the available screenshots of the casino support tickets here.

Thank you for your assistance.

Best regards,

Suryakant

Dear Suryakant,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Suryakant,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Batery Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Batery Casino,

Please provide detailed information regarding the player’s issue. In particular, we would like clarification as to why the player’s deposit was not credited to their casino account despite the payment reportedly being completed successfully.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello Samuel,

​Thank you for taking over my case and inviting Batery Casino to the conversation.

​I want to share a recent update. On May 21st, Batery Casino's Administration contacted me inside their app (Request No: 23279783) asking for video verification again, which I provided immediately. They then replied stating that they have sent a letter to their payment provider and the issue would be processed within 3 business days.

​Today, those 3 business days are over, but my funds (INR 1,998) have still not been credited to my casino wallet. It is clear they are just trying to delay the matter.

​I have already uploaded all the airtight bank proofs and the verification video in my previous messages. I hope your intervention will finally force them to credit my missing money.

​Regards,

Suryakant

Hello!

To solve the problem, we sent a letter to the provider on 25.05.2026. Provider usually answers during 3 business days. Please wait. Please also note that weekends are not business days.

Best regards,

Batery.

Hello Samuel and Batery Casino Representative,

I would like to strongly reject the misleading statement provided by Batery Casino. They are changing their dates to intentionally stall the process and mislead Casino Guru.

1. Contradicting Statements & False Dates:

On May 21st (Thursday) at 20:11, Batery Casino's Administration officially messaged me on their in-app support chat stating, "To solve the problem, we sent a letter to the provider." They also asked me to wait for 3 business days. Now, they are falsely claiming here that they sent the letter on May 25th. Why is there a contradiction in their own operational timeline?

2. The 3 Business Days Timeline is Already OVER:

Even if we look at the reality, May 22nd (Friday), May 25th (Monday), and today, May 26th (Tuesday) are 3 complete business days. The weekend excuse does not apply here because 3 working days have already passed since their initial confirmation on May 21st.

3. Unreasonable Delay of Nearly 2 Months:

This transaction of INR 1,998 occurred weeks ago. My bank has already provided a clean, successful debit confirmation with the UTR number, and I have shared a full screen-recording video of my net banking. No legitimate payment gateway takes months or multiple business weeks to trace a single, automated digital deposit.

Batery Casino has all the airtight proof they need. I request Samuel to closely look into these shifting timelines and force the casino to credit my missing funds without allowing them any further excuses to stall.

Regards,

Suryakant

Hello Everyone,

thank you both for your updates.

I understand your frustration here, Suryakant, especially given that you have already provided bank confirmation and supporting evidence, and the case has been ongoing for quite some time.

At the same time, at this stage we will need to allow a bit more time for the casino to receive a final response from the payment provider, as this is currently the key point that may determine the outcome of the investigation. I do agree, however, that the process has already been significantly delayed, and I understand your concern regarding the changing timelines.

Dear Batery Casino,

thank you for the clarification regarding the communication with the payment provider. Please could you keep us updated as soon as you receive a response, and ideally provide a clearer and consistent timeline so we can better understand the current status of the investigation.

I will now wait for the next update from both sides.

Hello Samuel,

​I want to bring to your immediate attention that Batery Casino's self-proclaimed timeline is now officially OVER.

​Batery Casino claimed in their last reply that they sent a letter to the provider on May 25th, 2026, and asked to wait for 3 business days. Today is May 28th, 2026, which means 3 full business days (Monday, Tuesday, and Wednesday) have completely passed.

​My money (INR 1,998) is still missing from my casino wallet. It has been nearly two months of constant stalling, false promises, and shifting dates. Since they have failed to provide any resolution even within their own stated timeline, it is completely clear they have no intention of solving this unless forced.

​I request you to please take strict action against Batery Casino now, as their maverick excuses have officially run out of time.

​Regards,

Suryakant

Dear Suryakant,

We know that it's very important to You that Your question is resolved in a timely manner.

The problem that you're experiencing is still being looked into. In order for us to be able to help you with the earlier mentioned issue, please refer to the request you've already submitted, № 23279783.

Best regards,

Batery.

Hello Samuel,

​As you can see, Batery Casino has completely ignored your request for a clear, consistent timeline and has instead provided a generic, copy-pasted automated response.

​They are simply asking me to "refer to the request" (№ 23279783) which I have already done multiple times. They have absolutely no real update from their payment provider, despite claiming that they initiated a check on May 25th and promising a 3-business-day resolution.

​Today is May 29th, 2026. Their self-proclaimed 3 business days are long gone, and they are back to making empty statements without crediting my INR 1,998 or showing any genuine proof of progress.

​This is a textbook stalling tactic to wear me down. I request Casino Guru to please intervene strictly now, as the casino is clearly avoiding direct questions and refusing to resolve this open-and-shut case despite having all the transaction records and verification videos.

​Regards,

Suryakant

​Hello Samuel,

​Batery Casino's stalling tactics have reached a ridiculous level. After failing to provide any update on their self-proclaimed "3 business days provider check," they just sent me a new message inside the app tonight (I have attached the screenshot).

​Now, they are completely changing the topic and asking me if I have contacted my bank for a refund. I want to emphasize that I have already provided every single document they requested—including:

​The full screen-recording video of my net banking transaction.

​My detailed bank statement.

​Official bank confirmation showing the amount was successfully debited from my account and credited to their beneficiary account on the same day.

​Despite me fulfilling every requirement, they are now pulling these cheap stunts instead of crediting the INR 1,998 to my game ID. I have NOT filed for any refund from my bank; the funds are already with them.

​This proves they are actively playing games, inventing fictional requirements, and trying to mislead the investigation because they have no logical answer. Please look at this blatant misconduct and stop giving them more time.

​Regards,

Suryakant

Hello Samuel,

It has been 5 days since Batery Casino's last generic response on May 29th.

I want to highlight that their self-claimed 3-business-days investigation (which supposedly started on May 25th) is long overdue. They have neither credited my INR 1,998.19 to my Game ID nor provided any logical update from their payment provider.

They are simply using stalling tactics by asking repetitive and irrelevant questions about bank refunds inside the app just to delay the process. Since I have already provided all the airtight evidence (bank confirmation, statements, and video verification), I request you to please step in and hold them accountable now. Their given time is completely over.

Regards,

Suryakant

Hello Samuel,

​The official response timer for CasinoGuru has now run down to 00:00:00, and yet there is absolutely no update, no resolution, and no money credited to my account from Batery Casino.

​It has been almost 2 months since my deposit of INR 1,998.19 on March 14, 2026. Batery Casino has repeatedly lied about timelines, changed their stories, and failed to honor even their own 3-business-day investigation promise. Their stalling tactics are completely exposed now.

​Since the allocated time is officially over and the casino has failed to cooperate with valid proof, I request CasinoGuru to kindly close this investigation, penalize Batery Casino, and reduce their safety index rating for withholding a player's legitimate funds despite having all official bank confirmations.

​Regards,

Suryakant

Hello everyone,

thank you for the updates.

Dear Batery Casino,

I have to admit that I share some of the player's concerns at this stage. The matter has now been ongoing for a considerable amount of time, and the updates provided so far have remained very general without offering any meaningful progress regarding the investigation.

I would therefore like to ask the casino to provide a clear and detailed update directly in this complaint thread. In particular:

• What is the current status of the investigation with the payment provider?
• Has the provider responded to your inquiry?
• If not, what is causing the delay?
• What are the next steps and the realistic timeframe for resolving this matter?

I would also kindly ask the casino to focus on communicating the relevant updates here in the complaint, rather than referring exclusively to internal support tickets, as this mediation process requires sufficient transparency for all parties involved.

Dear Suryakant,

I understand your frustration given the length of time that has passed and the lack of a final resolution. However, I would also ask you to remain patient and allow me the necessary time to review the information and communicate with the casino. Posting repeated messages or demands regarding response times will not accelerate the investigation.

For now, I would like to hear the casino's detailed explanation regarding the current status of the case before determining the next steps.

I will await Batery Casino's response.

​Hello Samuel,

​Despite your explicit instructions to Batery Casino to stop referring to internal support tickets and communicate with transparency here, they have completely violated your request.

​Today, on June 6th, they sent me another message inside the app support ticket (attached screenshot). They are now claiming that the "funds were not received on the provider's side" and are asking me to go to my bank to apply for a refund.

​This is a blatant lie and a complete contradiction. My bank has already provided official confirmation that the money was successfully credited to their beneficiary account. This clearly shows that instead of replying to your 4 direct questions here with actual proof, they are trying to secretly close the issue behind your back by pushing me back to the bank after 2 months.

​I am sharing this to show you their complete lack of cooperation and transparency in this mediation process.

​Regards,

Suryakant

Dear Suryakant,

After several investigations and according to the provider, the payment in the amount of 2000INR has reached its final status and has not been received on the provider's side. If the payment has not yet been received, please contact your bank to apply for a refund.

If you have already contacted the bank regarding this matter, please provide us with their official reply.

Best regards,

Batery.

Hello Samuel,

​Following up on Batery Casino's request to apply for a bank refund, I immediately contacted ICICI Bank.

​As expected, the bank has officially replied (attached screenshot) stating that the amount of INR 1,998.19 was successfully credited to the beneficiary's account on the very same day (March 14, 2026). The bank has strictly denied any refund from their end and confirmed the funds are with the merchant.

​This completely disproves the casino's claim. I am sharing this official refusal from the bank to keep this mediation fully transparent.

​Regards,

Suryakant

Hello everyone,

thank you for the updates.

Dear Suryakant,

thank you for providing the additional confirmation from your bank. I appreciate your continued cooperation and the effort you have made to obtain official documentation regarding the transaction.

Dear Batery Casino,

the player has now provided an additional official response from the bank, which has been uploaded to the complaint thread. According to this statement, the bank confirms that the funds were successfully credited to the beneficiary account and that no refund can be initiated from their side.

Could you please review the newly submitted document and let us know your position after taking this information into account? If you require the player to send the bank confirmation directly to your team or payment provider for further investigation, please provide the appropriate email address or contact channel where it should be sent.

I believe this additional documentation may help move the investigation forward, so I would appreciate your feedback after reviewing it.

I will wait for your response.

Dear Suryakant,

If you have already contacted the bank, please provide us with all the available information you got from them in request 23279783. We will use it for additional checks of this matter.

Best regards,

Batery.

Hello Samuel,

I notice that instead of providing a direct contact email or channel as you requested, Batery Casino is once again trying to push the communication back into their internal app ticket (Request №23279783).

To ensure they have absolutely no excuses left to delay this matter, I have just uploaded the ICICI Bank official refusal email directly into that internal app ticket as they requested.

Both you and the casino now have the absolute proof that the bank successfully credited the beneficiary on March 14, 2026, and has officially denied any refund from the bank's side. Since all documents are now submitted both here and inside their app, I request CasinoGuru to hold them accountable for a final resolution without any further stall tactics.

Regards,

Suryakant

Hello everyone,

thank you both for the updates.

Dear Suryakant,

thank you for the additional information and for confirming that you have already uploaded the official response from your bank directly to the casino's internal ticket as requested. I appreciate your continued cooperation and your efforts to provide all the available documentation.

Dear Batery Casino,

thank you as well for confirming that you are willing to review the additional information. Since the player has now submitted the bank's official response through your internal request system, I kindly ask you to review the newly provided materials and update us on the outcome of your additional investigation.

Once you have had the opportunity to verify the information with your payment team or payment provider, please let us know what conclusions have been reached and what the next steps will be regarding the disputed transaction.

I will wait for your update.

Dear Suryakant,

We have not received any official letter from your bank yet. Unfortunately, we cannot investigate this further without it.

Best regards,

Batery.

Hello everyone,

thank you, Batery Casino, for your update.

Dear Suryakant,

thank you for your cooperation and for providing the additional documentation through the casino’s internal ticket system.

The casino is now stating that they have not received the official bank confirmation letter and therefore are unable to proceed with the investigation at this stage.

Could you please double-check whether the document uploaded in the internal ticket is visible on your side and, if possible, re-submit it or provide a screenshot confirming successful submission? This would help clarify whether the issue is related to missing documents or a technical problem with the casino’s system.

I will wait for further updates from both sides before proceeding.

Thank you both for your cooperation.

Hello Samuel,

​Thank you for your guidance. I have double-checked my internal support ticket (Request 23279783) inside the Batery Casino app.

​As you can see in the attached screenshot, the official bank document was successfully uploaded on my side. To ensure there are absolutely no technical glitches or missing documents, I have also re-submitted the ICICI Bank official letter directly on their app ticket once again just now.

​I am uploading both the upload confirmation screenshot and the bank letter here on this public thread as well, so both you and the casino have immediate access to it.

​Regards,

Suryakant

Hello Samuel,

​I followed your advice and Batery Casino’s request by uploading the bank's response inside their internal ticket (Request №23279783). However, as you can see in my attached screenshot from their app, the casino is now rejecting the bank's confirmation, claiming that "an email screenshot is not an official response."

​They are demanding a letter containing the UTR number ending in 0561. I want to highlight that the ICICI Bank email already explicitly contains the Reference Number 573173650561 (which is the exact UTR they are asking for) along with the date and exact amount.

​To eliminate their excuse of calling it a "screenshot," I am uploading the complete official email chain directly as a PDF document here. The bank has clearly stated the funds were credited on the same day and they cannot issue a refund.

​Batery Casino is continuously shifting goalposts and inventing new excuses to avoid updating my balance. I request CasinoGuru to look into this blatant rejection of official bank confirmation.

​Regards,

Suryakant

Hello Samuel,

I tried uploading the official document here, but facing some technical issues with the attachment portal on this thread.

However, to ensure no delays, I have successfully converted the bank's final response into a formal PDF document and uploaded it directly inside the Batery Casino app ticket (Request №23279783).

The document contains the explicit Reference/UTR number: 573173650561, confirming that the funds were fully credited on March 14, 2026. Since the casino team already has access to this PDF in their internal ticket now, I request them to verify it immediately and update my balance.

Hello everyone,

thank you both for the updates.

Dear Suryakant,

thank you for your continued cooperation and for making the effort to obtain the requested confirmation from your bank. I appreciate that you have re-uploaded the document through the casino's internal ticket and provided additional information here as well.

Dear Batery Casino,

could you please confirm whether the documentation now provided by the player will be sufficient for your investigation?

If not, I would appreciate it if you could clarify what specific document or format you require. Based on the information provided, it appears that the player's bank communicates these confirmations via email rather than issuing formal PDF letters. If an email confirmation containing the relevant transaction details and UTR reference is not sufficient, please explain what alternative form of confirmation you would expect the player to obtain from the bank under these circumstances.

I will await your response. Thank you both for your cooperation.

Hello Samuel,

​Despite uploading the full email history as a PDF inside the Batery Casino support ticket (Request №23279783), their team is repeatedly copy-pasting the exact same automated response claiming they won't accept an email confirmation. They are strictly demanding a formal letterhead document specifying the UTR ending in 0561.

​To ensure they have absolutely no excuses left, I have formally written back to ICICI Bank today, referencing my Service Request Number 080351219, and requested them to issue an official signed PDF certificate/letter confirming the refusal of chargeback for UTR 573173650561.

​As soon as the bank emails me that formal document, I will upload it here. It is clear that Batery Casino is using rigid formatting excuses to delay crediting my funds, and I appreciate your patience while I get this final document from my bank.

​Regards,

Suryakant

Hello Samuel,

​I have just received a fresh, official confirmation from ICICI Bank's Senior Customer Service Manager regarding my Service Request (080351219). I have attached the screenshot of this official correspondence.

​As you can clearly see, the bank has explicitly stated that the UPI transaction with Reference/UTR Number 573173650561 for Rs. 1,998.19 on March 14, 2026, was "credited to the beneficiary account on the same day."

​The bank has also officially advised me to coordinate directly with the beneficiary (the casino) since the funds are entirely in their possession and cannot be recalled by the bank.

​This official response comes directly from the bank's verified corporate team and mentions the exact UTR ending in 0561 that Batery Casino requested. Since the bank has formally concluded that the funds were successfully delivered to them on March 14, Batery Casino has absolutely no legal or technical grounds left to deny this deposit.

​I request CasinoGuru to look at this definitive bank confirmation and instruct the casino to credit my disputed balance immediately.

​Regards,

Suryakant

Dear Suryakant,

An email packed in PDF format is not applicable in this case. Please provide an official letter or statement document from the bank about the refusal of a refund.

Best regards,

Batery.

Hello Samuel,

​As you can see from Batery Casino's latest response, they are completely shifting goalposts and rejecting clear evidence. First, they demanded the document inside their app ticket, then they claimed they didn't receive it, then they said an email screenshot isn't official, and now that I converted the official email from ICICI Bank's Senior Customer Service Manager into a PDF, they claim "an email packed in PDF format is not applicable."

​ICICI Bank has officially closed my request (Service Request No. 080351219) because their system legally confirms the funds were successfully credited to the beneficiary with UTR 573173650561 on March 14, 2026. The bank's directive to "coordinate with the beneficiary for further assistance" is the bank's official protocol for a chargeback/refund refusal, as the money is fully with the merchant.

​Since Batery Casino is refusing to accept the official corporate email logs from a major national bank.

​

​Regards,

Suryakant

​Hello Samuel,

​I have received a critical and updated response from ICICI Bank's Senior Customer Service Manager (attached as a screenshot).

​Knowing that the casino is continuously rejecting standard email text, the bank has explicitly added an official statement in this new email: "Note : You can take this as an official confirmation from our side and take this to the merchant/beneficiary for further assistance."

​The bank has formally declared this verified email from their corporate domain as their Official Confirmation for UTR 573173650561. They have explicitly stated that the funds were fully credited to the beneficiary on the same day and have formally instructed me to take this specific confirmation to the merchant.

​Batery Casino has absolutely no ground left to claim that this is not an official response, as the issuing bank itself has legally certified this text as their final official confirmation. I request CasinoGuru to force the casino to accept this bank-certified document and credit my balance without further delay.

​Regards,

Suryakant

Hello everyone,

thank you both for your updates.

Dear Batery Casino,

the player has now provided an updated confirmation from the bank, in which the bank explicitly states that this communication should be treated as its official confirmation.

At this stage, I would kindly ask you to forward this latest document to your Payments Team for review and confirm whether it is now sufficient to proceed with the investigation.

If, after reviewing it, you still believe the document is insufficient, please explain specifically what information is missing or what additional document the player would realistically be able to obtain from their bank.

I will await your response.

Thank you both for your cooperation.

Hello!

As was mentioned previously - screenshot from an email cannot be accepted in this case.

Please provide an official reply from the bank about the refusal of a refund. It should be a separate statement or a document.

Best regards,

Batery.

Hello everyone,

thank you for the updates.

Dear Suryakant,

please note that the casino has reviewed the provided information but is unable to accept a screenshot from an email as an official document.

Could you please contact your bank and request a separate official statement or document regarding the transaction and the refund status, as requested by the casino?

Once you have any additional documentation, please share it here so we can continue reviewing the case.

Thank you for your cooperation.

Hello Samuel,

​I understand. It is extremely frustrating that the casino is finding excuses to reject a certified corporate email from the bank's Senior Manager, but I will comply with their strict formatting demands to get my funds.

​I have immediately escalated this to my bank's customer service team, explicitly requesting them to issue a separate, formal PDF document/certificate regarding the successful credit and refund refusal for UTR 573173650561, rather than just an email text response.

​Since banks usually take 24-48 hours to generate specific customized documents, I request your patience. I will upload the official PDF document here the exact moment they provide it.

​Regards,

Suryakant

Hello Suryakant,

thank you for the update.

I understand the situation and I appreciate your cooperation in trying to obtain the requested document from your bank.

Please take the necessary time to request the official statement. I am patient with the process, as these matters can sometimes take some time to resolve.

However, please keep me updated on the progress within the next two weeks. If there is no activity or update in the complaint, it may be automatically closed due to inactivity.

I will await your update.

Thank you for your cooperation.

Hello Samuel,

​I have an urgent and final update from my bank, ICICI Bank.

​I requested them to provide a separate official PDF document or letterhead certificate regarding the refund refusal/transaction status. However, the Senior Customer Service Manager (Reshma R) has officially replied to me today stating:

"We regret to inform you that, we are unable to provide any official PDF document from our end. We request you to consider this mail as a confirmation regarding the transaction."

​The bank has formally clarified that they cannot generate or provide any other separate PDF document. This email communication from their official corporate domain is the absolute and final official confirmation they can offer.

​Since my bank has legally and officially stated that no other PDF document exists or can be provided, Batery Casino's demand for a "separate PDF" is realistically impossible for any customer to fulfill. The bank has confirmed three times now that the money (Rs. 1,998.19) under UTR 573173650561 was successfully credited to the casino on March 14, 2026.

​I request CasinoGuru to please intervene now and close this loop, as the casino cannot keep holding my funds based on an impossible document request that the issuing bank officially refuses to generate.

​Regards,

Suryakant

Hello everyone,

thank you for the update.

Dear Suryakant,

thank you for providing the latest response from your bank.

Based on the information provided, it appears that your bank has officially confirmed that no separate PDF certificate or additional document can be issued and that its email should be treated as the bank's official confirmation. I appreciate your efforts to obtain every document requested throughout this investigation.

Dear Batery Casino,

in light of the player's latest update, I believe we have reached the point where requesting another document from the player is no longer a realistic option.

The player has provided bank statements together with an official confirmation from the issuing bank, and the bank has explicitly stated that no further document can be issued.

I would therefore kindly ask you to forward all of the available documentation to your Payments Team once again and continue the investigation from your side.

Additionally, I would appreciate it if you could carefully review the provided bank statement and compare it with the disputed transaction details. If the bank statement shows a transaction matching the relevant deposit, including the amount, date, and available reference information, then it would indicate that the funds left the player's bank successfully and entered the payment processing chain.

If your payment provider still maintains that the funds were never received, could you please clarify what happened to the transaction after it left the player's bank and what steps are being taken to trace the payment? A payment investigation should be able to determine whether the transaction was rejected, returned, credited elsewhere, or stopped at any stage of the payment process.

At this stage, the player appears to have exhausted all reasonable options for obtaining additional evidence from their bank. Therefore, I believe the remaining investigation should focus on tracing the payment from the payment provider's side rather than requesting further documentation that the bank has already confirmed cannot be issued.

I will await your response.

Thank you both for your cooperation.

Dear all,

We are currently checking this matter and the provided information and will provide a reply here and in the user's open request soon.

Best regards,

Batery.

Hello Samuel,

​Please have a look at this. While the casino representative replied here on CasinoGuru stating that they are "checking the matter," their internal support team just sent me the exact same copy-pasted rejection message on my internal ticket (Req №23279783) today.

​They are STILL demanding a separate official letter for refund refusal, completely ignoring your instructions and the fact that my bank has officially declared it cannot issue any other PDF letter.

​It is clear that their internal support is simply stonewalling and delaying the process rather than actually investigating with their payment provider as you requested. Kindly intervene.

​Regards,

Suryakant

Hello everyone,

thank you both for the updates.

Dear Batery Casino,

thank you for confirming that you are reviewing the provided information.

However, I would like to reiterate that the player has already provided all available documentation from the bank, including the official confirmation that no additional document can be issued.

At this stage, I would appreciate it if the investigation could focus on the payment provider side rather than requesting the player to obtain further confirmation that their bank has already stated is unavailable.

Could you please confirm whether the provided documents have been forwarded to your Payments Team and whether your payment provider has been asked to investigate the transaction based on the available information?

I will await your update and the outcome of your review.

Thank you for your cooperation.

Dear all,

We are currently addressing this matter and will be back with a reply or a solution soon. Thank you for your co-operation.

Best regards,

Batery.

Hello everyone,

Dear Batery Casino,

thank you for confirming that the matter is still being addressed. I appreciate your continued efforts and will await your findings.

I look forward to your next update once you have more information or a resolution to share.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Suryakant,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

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Thank you in advance for your time and feedback.

Best regards,

Samuel