Hotline Casino - プレイヤーの預金は没収されました。

I made a deposit of $26 and they withheld it. They haven't given me any explanation. They don't answer my emails or give me an explanation via chat.

Hice un deposito de 26 dolares y lo retuvieron, no me han dado ninguna explicación, no contestan mis mensajes por correo ni me dan una explicación por el chat.

Hello,

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 manual process that might take up to a month to resolve. 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’ll be 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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

After 24 hours, the casino has not responded to my request or returned the money.

Pasado 24 horas, el casino no ha respondido a mi solicitud, ni devuelto el dinero.

I fully understand your frustration. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 20 days to allow a full month for the transactions to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

I contacted the bank, and they told me they made the deposit. The casino says they didn't receive the money.

Me contacté con el banco y me dicen que hicieron el depósito. El casino dice que no recibieron el dinero.

After 14 days, I have not had a solution.

Pasado 14 días, no he tenido una solución.

Thanks for your reply.

Kindly share your attempt at communication with the casino support regarding the issue to my email at [email protected]

Thanks in advance for your cooperation.

Dear patriciaarevalo,

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