Play on this site regularly, however on my biggest deposit to date- the funds never uploaded. I was told to wait and it would bounce back to my bank. It never did, I was charged and now the casino will not respond to my chats and the money has been cleared out of my bank for a few days. (Not pending and not bounced back) I usually deposit between 50-200 each time I play. However this time was 350 so I’m very annoyed that this money has gone missing. My chats have been both ignored and the support agent Kyle also regularly shuts our chat without resolution.

Dear Winniebluezz,

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 you contacted your bank already? Ideally, they should be part of the investigation.

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

Best regards,

Petronela 

Yes I have contacted them.. they would like me to get some sort of communication from The pokies first. Which I have been trying to do but they are not responding. I am filling out a transaction dispute form now.

I completely empathize with your frustration, Winniebluezz. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 21 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

Dear Winniebluezz,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.