Hey

I don't know if you will be able to help me because I don't know what to do.

I deposit to the casino in my casino wallet it shows confirm but it doesn't show in my balance. It was on 26 November I contacted casino the live support said they can do nothing I must email them my proof of payment. But they don't reply then I contacted live support a few more times they said I must wait for financial department to get back to me. Then they said the transaction got lost in crypto cloud but it shows confirm by my transaction. I contacted my luno wallet they checked and said the deposit definitely went through.

Can you please help me or give me advice

Dear Storm83,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you clarify if you have tried contacting your payment processor regarding this issue? Was it your first deposit in this casino? Please could you forward the payment receipt and any relevant communication to [email protected]? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Hey Tomas I emailed you all documents

Thank you

Thank you very much, Storm83, for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Storm83,

I am so sorry to hear your deposit hasn't reached your casino account yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Betthrone Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Betthrone Casino,

Could you please state why the player's deposit has not yet reached his casino account?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thanks I received the deposit plus a bonus from the casino thanks 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 Storm83,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan