Hi team, I am a regular player with this casino and till this time everything was going on smoothly. On 27th July, 2020 I made a deposit of 20,000 INR through UPI method using Phonepe. The casino team took some time to check and confirmed that the deposit failed. I checked with Phone pe who requested some days time to check. Phone pe then confirmed that the transaction was successful from their end and to check with the merchant. After numerous chatting sessions, the casino again informed that the deposit failed. I showed them proofs too that the transaction is successful. Then I escalated to Phone pe next level team who confirmed today that the transaction is successful. I double checked with my bank too who too confirmed that the transaction is successful with the merchant and they cannot do anything. I chatted with the casino but they are strictly denying that the deposit went through. Apart from the chatting part, there is no response whatsoever on WhatsApp, or emails and there is no number to contact them. Please help. Ian attaching the screenshots.

Dear Vikpatwa,

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. Is this your first deposit or you have deposited before? Did you double check in your transaction that you entered the correct deposit details? Also please, if you have any relevant conversation with the casino regarding the case please forward it to [email protected].

Best regards,

Nick

Hi Nick, this isn’t my first deposit. I had made multiple deposits and withdrawals in the past.

Yes, I had verified everything correctly before making the transaction and the tech support team at the casino is well aware of this particular transaction. They are denying that the transaction was successful whereas the payment gateway and the bank both are pretty sure it went through. The casino is not furnishing any proof that the deposit didn’t went through ( the bank suggested to check this with them) I will forward you all the chat transcripts I had with them. Another update is as of today, I am not getting any option to chat with their support team which used to be always there on the site before!!

Thank you very much Vikpatwa for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Vikpatwa,

I am sorry to hear about your problem, I truly understand your frustration, but as casino wrote you should wait 14 days. I would definitely wait one more week and then we can ask the casino about the situation. I do not think we would get any other answer than to be patient now. Hopefully, it will get solved in a week. If not then we will contact the casino directly.

Thanks a lot Nick & Zuzana and Casino Guru team. I will do as you suggest. Let’s wait for a week then. Please can you folks let this complaint stay open till then?

Sure, the complaint stays open.

Thanks a lot for your efforts! Really appreciate that.

I also got a reply from ICICI bank related to this transaction, Zuzana. Since I was having only Nick's email id, I have forwarded that email to him. Could you please touch base with Nick on this one.

Sure, Nick forwarded me all cominication.

Just to update you folks, still waiting for refund!

Great news, we are glad this complaint got resolved and we may close it now. Do not hesitate to contact us in the future. Wish you all best.