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Urgent – RS 2300 Payment Debited but Not Credited to My Account

Hi,

I am writing to bring to your immediate attention an issue regarding a payment I made around 15 days ago. The amount was successfully debited from my bank account at the time of the transaction, but it has still not been credited to my account. This delay has caused inconvenience, and I request your urgent assistance in resolving it.

To explain the issue clearly:

On the day of the transaction, I completed the payment through my bank, and the amount was deducted instantly, as confirmed in my bank statement. However, despite the payment being processed on my bank’s side, the balance in my account has not been updated. It has now been approximately 15 days, which is far beyond the usual processing time for such transactions.

I kindly request you to verify this payment from your end and update my account balance accordingly. If the payment has not been received due to a technical issue, please guide me on the required steps so that the matter can be resolved at the earliest.

I am also ready to provide any necessary proof such as a screenshot or PDF of my bank transaction statement to support the verification process.

I hope you will look into this matter urgently, as I have been waiting for the credit for several days. Kindly update me with the status of my payment and inform me of any further information you may need from my side.

Thank you for your cooperation. I look forward to your prompt response and resolution.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear divyanshudgarg,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Katarina

Dear Katarina,

Thank you for your response.

I would like to inform you that I have already contacted my bank, and they have confirmed that the amount was successfully debited from my account. However, it is still not showing in my casino account.

I understand the process can take some time, but I request you to kindly monitor the case from your side as well. I will keep you updated with any further information I receive.

Thank you for keeping the complaint open and for your assistance.

Best regards,

D******* G*******

Dear divyanshudgarg,

thank you for your reply and update.

• Could you please provide a written confirmation from your bank regarding the funds transfer to the casino account?
• Additionally, could you inquire whether they have tracked the deposit using the transaction number?

Looking forward to your reply,

Katarina

Dear Katarina,

Thanks for your reply. I have already shared the official confirmation from my bank that the funds were successfully sent. I’ve also asked the casino to check the transaction number, but I haven’t received any update from them yet.

Let me know if anything else is needed.

Regards,

Divyanshu

Dear divyanshudgarg,

thank you for your reply.

To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is katarina.d@casino.guru.

Could you also forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear divyanshudgarg,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina