Made a deposit through a bank card. Support does not want to accept my certificate of operation. According to them, they only need a check. Payment was through 3ds. With 3ds payment, only a certificate of the operation is provided. She is also a check. They refuse to accept it.

Сделал депозит через банковскую карту. Саппорт не хочет принимать мою справку об операции. По их словам им нужен только чек. Оплата была через 3ds. При 3ds оплате предоставляется только справка об операции. Она же и является чеком. Они отказываются ее принимать

Dear vsplessk,

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 which takes approximately one month. In these cases, 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.

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

Best regards,

Nick

The casino is ignoring my messages. According to them, they ask for a "check". I tell them that the operation certificate is a check. But they don't care what I write. They ignore me and don't want to take the check. I see no reason to wait 30 days. The deposit will not automatically be returned to me. The casino balance is not replenished

Казино игнорирует мои сообщения. По их словам они просят ?чек?. Я им говорю что справка об операции является чеком. Но им наплевать что что пишу. Игнорируют меня и не хотят принимать чек. Не вижу смысла ждать 30 дней. Депозит автоматически мне не вернется. В казино баланс так и не пополнен

Dear vsplessk,

Did you send the casino the payment confirmation from your payment provider that the money has been sent? If yes, when exactly and since when is the check going on?

Thank you vsplessk for all the information provided. I will now forward your complaint to my colleague Stefan ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear vsplessk,

I am so sorry to hear your deposit got lost. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Kaktuz Casino representative to join this conversation and participate in resolving this complaint.

Dear Kaktuz Casino,

Could you please state why the player's deposit got lost?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan