MobileCasino 888 - プレイヤーの入金が遅れています。

I made a 25€ deposit in this casino in the end of September and its still in pending status. I’ve contacted support multiple times, sent bank statements, everything to proof the money was sent. But today is October 16 and they dont even answer anymore

Dear lsergio114,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

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

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

Best regards,

Nick

Thanks for the answer. I'll wait a little longer then

Obrigado pela resposta. Fico a aguardar mais algum tempo entao

Dear lsergio114,

Did you contact your payment provider? Did you forward the payment confirmation to the casino?

Yes. I waited a few more days as you recommended but despite everything I still haven't received the money. They say they didn't receive the money despite me sending them proof with their IBAN, with the reference they gave me and how the money was debited from my account.

Sim. Esperei mais alguns dias como vocês recomendaram mas apesar de tudo ainda não recebi o dinheiro. Eles dizem que não receberam o dinheiro apesar de eu lhes enviar o comprovativo com o IBAN deles, com a referencia que eles me deram e como o dinheiro foi debitado da minha conta.

Thank you lsergio114 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello lsergio114,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite MobileCasino 888 to join the conversation and participate in the resolution of this complaint.

Dear MobileCasino 888,

Can you please provide an update on the status of the player's deposit?

Thank you.

Kind regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear lsergio114,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas

Casino.Guru