Kingmaker Casino - プレイヤーの入金がアカウントから消えています。

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful deposits into this casino before?
• Could you please forward me the conversation between you and your bank confirming that your transaction reached the recipient? My email address is veronika.f@casino.guru.
• Also, please forward me the communication with the casino customer support regarding this issue, and your bank statement starting from the date you made the transaction that has not been credited to your casino account until today.

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

Best regards

Veronika

Hello, today when I asked for another reminder, I was told that they are waiting for a response from the provider, i.e., the intermediary between the bank and the bookmaker, to confirm the transaction.

Salve, oggi alla richiesta di ennesimo sollecito del caso mi è stato risposto che stanno aspettando la risposta del provider, ovvero la parte tra la banca e il bookmakers, per ricevere la conferma della transazione.

Hello Nicolanovak,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your help. I can confirm today that, after almost two months, I'm still waiting for my €200 to be credited to my gaming account...

grazie per l'aiuto. Confermo ad oggi, dopo quasi due mesi ancora resto in attesa dei miei 200 euro sul conto gioco.........

Dear Nicolanovak,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

Hi! I haven't solved it yet.

ciao! al momento non ho ancora risolto.

Thank you for your patience, Nicolanovak. Could you please forward me all the emails and communications that you sent to Veronika? My email address is kristina.s@casino.guru. I understand that this is inconvenient, but unfortunately, I don't have access to her emails. Thank you for your cooperation.

Dear Nicolanovak,

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,
Kristina
Casino.Guru