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Subject: Formal Complaint regarding Account ID: 682290613 - Pending Transaction

​Dear Support Team,

​I am writing to lodge a formal complaint regarding a transaction that has not been credited to my account. Below are the details:

​Account ID: 682290613

​Amount: 60 EGP

​Date of Transaction: May 19, 2026

​The amount has been deducted from my side, but it has not been reflected in my casino account yet. I have already waited for a reasonable time, and the issue remains unresolved.

​Please investigate this matter urgently and credit the amount to my account as soon as possible. I have attached the proof of transaction to this email.

​Thank you for your cooperation.

​Sincerely,

moso mohamed

Important notice:

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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.

Dear Mohamedm,

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 might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’s credited to your casino account.

I’m sorry we couldn’t be of much help now. 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,

Tomas

Dear Mohamedm,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru