Wazamba Casino - プレイヤーの払い戻しが遅れています。

Hello, on September 6th I was authorized a refund of 485.16€ at this casino. They claim that they have paid me, but the money hasn't arrived in my bank account. I have asked for the ARN code of the transaction so that my bank can trace it, but they haven't sent it to me. I don't know what else to do. It is my money and I haven't received it. I chose a card for the refund, but nothing has come through and they keep assuring me that they have paid. I keep insisting, but they don't provide a solution. Can you help me out?

Buenas , el día 6 de septiembre me autorizaron un reintegro por valor de 485'16€ en este casino los cuales ellos dicen que me han pagado cosas que no es así porque el dinero no ha llegado a mi banco, les he pedido el código ARN de la transacción para que mi banco rastree el movimiento y no me lo envían, ya no se que hacer pero es mi dinero y no lo tengo, el dinero puse de forma de reintegro una tarjeta pero no llega nada y ellos me aseguran que lo pagaron, yo sigo insistiendo pero no me dan solución, a ver si me podéis hechar una mano.

Dear carliss89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify why you are supposed to receive a refund?
• Do you have access to your casino account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

I must receive a refund for the profits I had, I made the withdrawal by credit card and it does not reach my account and I have asked them for the ARN code so that my bank can track that transaction and they do not provide it to me.

Debo recibir reembolso por las ganancias que tuve, hice el retiro por tarjeta de crédito y no llega a mi cuenta y les he pedido el código ARN para que mi banco rastree esa transacción y no me lo facilitan

Thank you for your reply, carliss89. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Dear carliss89,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.