Evening polls.

I made a deposit through Bizum of 300 euros and it was not deposited, I contacted them from the first moment I have sent them everything they have been asking me for each day, different documentation was missing, I contacted my bank with Bizum I sent them everything they asked me and still the money is not deposited or in my bsnvo I have all the documentation all the conversations from the first moment that this problem occurred and they give me the runaround and tell me things that I do not know, they are not true, I have all the documents and screenshots of the conversations I have had as well as more than twenty emails

Dear montsea,

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 that takes approximately one month. In these cases, the 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.

• Could you please advise if it was your first deposit in this casino?

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

Best regards,

Petronela

Good morning.

I spoke to the casino this morning and they gave me a positive response after so much struggle. I hope it's true because they've always said nice things to me and then, day after day, they demand a new document or put up a new obstacle.

The truth is, I'm telling the truth and I'm not lying. I'm not like that. I've attached screenshots of the conversation. Thank you very much for defending the truth, thank you for your work.

I completely understand how frustrating this situation must be for you, montsea, and I truly empathize with what you’re going through. As I mentioned earlier, locating and either refunding your funds to your bank account or crediting them to your casino account can sometimes take a bit longer than expected.

To give the casino enough time to properly investigate and resolve this for you, I’m extending the timeframe by an additional 20 days, bringing it to a full month. If there’s still no progress by then, please rest assured that we will step in and take further action on your behalf.

Let’s stay hopeful for good news soon about your deposit.

Thank you so much for your patience and understanding during this process.

Good morning, okay.

Thank you so much

Good morning.

They're writing to me now and asking for a bank statement from June 8th to 18th yesterday? I've already sent them all the necessary information that proves that the money wasn't deposited. I have it all. To be honest, I don't know if asking me for a bank statement is legal, so they can see all my transactions and what I've spent the money on. I don't think it's legal. Also, up until yesterday, I've been waiting for my money back for days, ever since I reported that I'm not gambling.

Every day they ask me for different documentation but they don't return the deposit I made and it never arrives.

attached email

Thank you so much.

Good evening, I finally sent you my account statement. They tell me it was a mistake when the agent told me that the deposit was confirmed on the 10th and that I would receive the money in 5 business days.

Although the data is protected by the Data Protection Law, I have sent it to see if this is the last documentation they are asking for.

Thank you very much for following my case,

I hope to receive my money soon.

Good afternoon.

Sorry for the inconvenience, I attached all the required documentation. They asked me for a statement. In the end, I sent it to them. They told me to send it exactly as my bank sent it to me. I sent it to them last week. A few days ago, I have already sent them all the documentation that they have required from me every day. They told me that they only needed this statement and everything would be verified. This was a week ago, the document issue.

I am very sorry for the inconvenience caused but I don't know what else to do. I am attaching the statement that the bank sent me.

Thank you so much and I withdraw my apologies, I'm devastated.

Dear montsea,

Thank you very much for your message and for keeping us updated — I truly understand how exhausting and upsetting this situation has been for you.

Could you please confirm if you have already sent all the required documents and statements directly to the casino’s support team as well? It’s very important that they have everything on their end to complete their investigation properly.

Please rest assured that we are actively following your case. However, as mentioned earlier, we do allow the casino up to 30 days to investigate and resolve such issues, especially when missing funds need to be traced through the payment provider and your bank.

Let’s keep in touch — and if you don’t see any progress after this timeframe, we will step in again to help push things forward.

Thank you so much for your patience and cooperation.

Good afternoon, I've already sent all the required documentation. Everything: the emails with Bizum showing the date and time, the Bizum receipts from the bank, the chats with the agents from day one. The emails with support, the bank statement, everything required, and verifying what happened.

They haven't informed me how the case is progressing, they haven't explained anything to me. They told me last week that the bank statement for June 8th-June 8th would already have everything. I sent it to them just like the bank had sent it to me. Today I spoke with my bank again, and they confirmed it in writing, in addition to sending the bank receipt.

and they don't inform me, they don't write to me, I just want to be informed about the case.

Thank you for listening to me and for being able to help me.

Attached is a conversation with an agent from my bank where it is seen that there are two payments on the 10th, the 300 is the one that was claimed. They have it and I have already sent you the bank receipt. Ali, what do you think about your payment history, but it has not been deposited?

I think it's been a while because they told me that they were already verifying it with the extract last week, but I still don't know anything.

Thank you

The last required document, they commented, would already have everything verified with this document. Thank you.

Dear montsea,

Thank you very much for your detailed update and for continuing to cooperate despite how stressful this must be.

As I mentioned earlier, the process of locating and recovering missing funds — especially when external payment providers like Bizum are involved — can unfortunately take longer than expected. Since you've confirmed that all the required documents have now been submitted, the best course of action at this point is to give the casino a bit more time to complete their internal investigation.

I kindly ask you to continue following the casino's instructions and keep us informed about any updates you receive. To give the casino enough time to resolve this matter, I’m extending the timeline by an additional 15 days, making it a full month. If there is no meaningful progress by then, we will be ready to step in and assist you further.

Let’s stay hopeful that the situation will be resolved soon.

Thank you again for your patience and understanding.

Good afternoon.

Yes, if that's what I'm doing, give it time, be patient.

It's very frustrating. The days before the problem happened, they were telling me that they only needed that one document, and then another and another.

And I contact them via email very occasionally, even after a few days, because I'm afraid they'll forget about my case and I'm hoping they can inform me about how my case is going.

I need money this month above all.

I hope you don't forget it.

Thank you so much.

Dear montsea,

Thank you once again for your kind message.

Please rest assured — we won’t forget about your case. We fully understand how important this matter is to you. We’ve extended the timeline to give the casino a fair chance to complete their investigation, but we’ll be here and ready to step in if there’s no meaningful progress.

In the meantime, it’s completely understandable that you’re feeling anxious, especially when communication feels slow or unclear. If you do hear back from the casino, or if anything changes, feel free to let us know right away.

Thank you again for keeping us updated.