Deposits made from my bank account that have gone through the process and either timed out or the timer stays going longer than normal and does not reach the end stage, the deposits are processed successfully but does not show up in my guts account.

Queried it with live chat and they confirmed that the deposit was successful and is sitting in reserve and should be reversed back to my account or placed in my guts account. Nothing has been returned. Contacted support via email submitted my statement as they asked and still they are not wanting to honour their mistake to correct it.l, by returning my money back.

no money has been given back. They have literally and illegally taken my deposits that have failed to show up in my online account with them. Had I not checked my bank account prior to making these "timed out deposits, then I would not have been aware of the deposits taken but not showing up where they should.

if they are doing this to me, I beg to differ it is only me, they are doing it to others who deposit in increments. They have been caught out and are now giving me the run around, I want all my deposits returned.

Dear Kaisym1,

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

what they are doing is stealing off gamblers that make incremental deposits, e.g $10 deposits, $20 deposits, who experience delays or time lapses, between say 2 attempts, it is assumed that the first time lapse transaction was unsuccessful, so you try again and it goes through and you see you’ve made double deposits or IN MY CASE, they have taken the first deposit but without realising they have, my second attempt was successful and you just carry on assuming that the first of the two deposits was not taken. But they’ve taken it but it doesn’t show up in the balance.

when I queried it, they said it should be reversed back to my bank account as they could see it was sitting in the reserved funds??? What the heck is that. They admitted to the money successfully deposited, expected me to submit documents to show that it was not reversed, did that and still they won’t return what they took. IT IS ILLEGAL TO STEAL?

Dear Kaisym1,

As mentioned previously, your primary point of contact should be your payment provider. I strongly recommend reaching out to them as soon as possible to request a formal payment confirmation.

Once you have obtained the confirmation, please forward it to the casino so they can begin the process of locating the missing transaction. As noted earlier, this process may take up to a month for the casino to either credit the funds to your account or return them to your payment provider.

Should you need further assistance during this process, feel free to reach out.

Best regards,

Nick

Dear Kaisym1,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
www.kpvfaw.com