Good day! On October 3rd, I made a deposit from my bank card. The amount was 22,450 rubles. I waited for the funds to be credited. Then I was told that the deposit arrives within 72 hours. Wait. After a while, a check was requested from me. A little later, a bank statement. I provided these documents. A total of 23 days have passed since the funds were deposited, but the balance has still not been replenished.

Добрый день! 3 октября мною был сделан депозит с банковской карты. Сумма был 22 450 рублей. Ждал зачисление средств. Потом мне сказали что депозит поступает в течение 72-х часов. Ожидайте. Через некоторое время у меня запросили чек. Чуть позже выписку из банка. Я эти документы предоставил. В общей сложности прошло уже 23 дня с момента внесения средств, но баланс так и не пополнился.

Dear jungllena,

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

As was the case with your previous complaints about deposits that weren't credited, let me emphasize it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for 7 days to allow the transaction to clear. If there’s no development by then, we will intervene.

Thank you in advance for your patience and understanding.

Best regards,

Dear jungllena,

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.

the deposit has not yet been credited

депозит до сих пор не зачислен

I am waiting for the deposit to be credited from October 3rd. Today is already November 5th. This is the worst casino that is available on the SoftSwiss platform. Please add them to the blacklist. I don't recommend anyone to play there.

Жду зачисление депозита с 3 октября. Сегодня уже 5 ноября. Это худшее казино, которое только есть в платформе SoftSwiss. Прошу вас добавить их в чёрный список. Никому не советую там играть.

Could you please send me your recent correspondence with the casino?

Send the information to my email at [email protected]

Thomas, are you sure you sent your email correctly?

Томас, вы точно корректно отправили свою почту ?

They write the same thing. That it takes time. Wait a little longer. I've been waiting for 35 days already. This is a mockery on their part. Such a casino should not have a Dama NV license and spoil their reputation.

Они пишут одно и тоже. Что нужно время. Подождите ещё немного. Я жду уже 35 дней. Это издевательство с их стороны. Подобное казино не должно иметь лицензию Dama N.V и портить им репутацию.

Dear jungllena,

I apologize for the misunderstanding, but I requested the communication from you.

I'll send you an email shortly. Please reply to it with the requested information.

Thanks for your message.

Have you contacted your bank regarding the transaction? What was the bank's response?

The bank replied that the transaction was successful. The casino claims something completely different. I have already come to terms with the fact that the casino deceived me... I cannot provide any more documents as evidence other than the extract and the check itself.

Банк ответил что транзакция была успешная. Казино утверждает совсем другое. Я уже смирился с тем что казино меня обмануло... Я не могу предоставить больше никакие док-ты в качестве доказательства кроме выписки и самого чека.

Could you please send me the transaction confirmation you received from your bank and a screenshot or other confirmation you received from the casino? please send it to my email at [email protected]

Dear jungllena,

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.