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I have made two deposits to an online casino, one of €30 and another of €50 that have not been credited to my account despite the money being correctly deducted from my bank account. I have contacted the casino support on several occasions but they only give me the runaround and do not resolve the problem. In addition, my bank has charged me €15 in commission for a service that the casino has not provided, which I consider to be unfair financial loss. I request a full refund of the €80 corresponding to the deposits as well as compensation or reimbursement of the €15 bank commission. I hope that Casino Guru can intervene in this case and help me resolve this situation as I feel scammed and unprotected as a user.

He realizado dos depósitos a un casino en línea uno de 30€ y otro de 50€ que no han sido acreditados en mi cuenta a pesar de que el dinero fue descontado correctamente de mi cuenta bancaria he contactado al soporte del casino en varias ocasiones pero solo me dan largas y no resuelven el problema además mi banco me ha cobrado 15€ de comisión por un servicio que el casino no ha cumplido lo cual considero un perjuicio económico injusto solicito la devolución íntegra de los 80€ correspondientes a los depósitos así como una compensación o reembolso de los 15€ de comisión bancaria espero que Casino Guru pueda intervenir en este caso y ayudarme a resolver esta situación ya que me siento estafado y desprotegido como usuario

Dear seergiomooroo,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Katarina

Dear seergiomooroo,

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,
Katarina
Casino.Guru