Banzai Casino - プレイヤーの入金がカジノで遅れています。

I found this casino through casino guru, signed up and deposited £10 which i played and then i deposited a further £27.38. This has never been cleared at the casino end and been cleared and debited from my account. I've had many back forth communications with the casino and still havent been credited ot given my money back. I've provided bank transaction proof. Please helping possible. Thanks

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.

Dear Hellsibubs001,

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,

Veronika

I've commenced the complaints procedure with my bank. I will let you know the outcome of this. Thankyou.

Helen

Thank you for letting me know. Have you received any response from your bank? Has your deposit been refunded to you, or credited to your casino account?

Dear casino guru

My bank responded and advised that no payment has been received and that the payment was cancelled at their end.

So no I let the casino know however they are continuing to deny this and even falsely offered me 20 free spins. There were no free spins at all. I have never received this money back or any compensation.

Its quite discussing conduct from this casino.

Hellsibubs001

Thank you for your reply.

To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your bank
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear Hellsibubs001,

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,
Veronika
Casino.Guru