Cactus Casino - O depósito do jogador está atrasado.

On October 14, I made a deposit of 7,500 KZT, which ultimately did not reach my gaming account. After immediately contacting support, my complaint was rejected because I did not provide a receipt, even though I sent a complete bank statement showing the 7,500 KZT withdrawal. My bank does not have the ability to take screenshots or send withdrawal receipts anywhere, so the only way to prove it is with an official bank statement, which I provided.

In the end, after threatening that I would rather delete my account on their website than play with scammers, they agreed to accept my statement and were able to verify that the funds had indeed been withdrawn from my account.

After that, they explained to me that the funds would be returned to my card within 14 days. It has already been 15 days, but the funds have not been returned, and the casino responds to all questions by saying that we have to wait for a response from the payment system and that they are not involved in the scam in any way, even though they don't care that they work with a scam payment system.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider or bank. They need to investigate, but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’s credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Hello, Tomas

Thank you for your prompt response and for publishing my complaint.

Yes, I understand that the main problem lies with the payment system, but my main issue is with the false promises made by the website itself and the lack of specific answers. I know that the casino and the processing company have certain agreements and established regulations. I just want to know that the website itself is working on my problem, that they are in contact with the payment system, and I also want to know the exact timing, not empty promises. 15 USD is a ridiculous amount and would not be worth such an effort on my part, but the complete irresponsibility on the part of the website has forced me to take a stand.

The main reason I decided to make this complaint is so that other players know that they may encounter this problem and to draw the attention of the site itself, because the support on the site is of no use and provides no information.

With gratitude,

Serik

Hello,

I would also like to note that the support team for this site has stopped providing any information about the situation and has started pretending that they do not understand what funds are being discussed. Complete disregard on the part of the site. I still have no information about the situation.

Thanks for your reply.

• Could you please provide us with a payment confirmation of the transaction?
• Does the deposit appear under any particular status in the deposit history found in your player's account?

Send it to my email at tomas@casino.guru or post the information here.

Hello,

I have sent all the info to your email

Dear waitangasu1,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello there,

Thank you waitangasu1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cactus Casino for their help in resolving this complaint. We would like to know what the issue is with the deposit and what we can do to help the player receive their funds.

Thank you!

Good afternoon

The funds never arrived in our account, so the user also had no interest rate for this transfer. The statement provided by the user doesn't contain precise details about the transfer, and they refused to provide additional information, citing difficulties with the bank.

We understand that situations like this can arise, and sometimes banks are unable to provide information immediately. However, we strongly recommend that you carefully review this transfer with your bank. We have received confirmation that the transfer was not completed due to a technical error. However, funds may have been debited, and if they have not been returned within 14 days, please contact your bank branch or hotline. It's possible the funds never actually left, and there is no misunderstanding.

Since the funds haven't arrived in our account, we can't deposit or withdraw them. There were no receipts for this transfer during the specified period.

Добрый день!

Денежные средства на наш счёт не поступали, соответственно ставка по данному переводу у пользователя также отсутствовала. Предоставленная пользователем выписка не содержит точных данных о переводе, а дополнительную информацию он отказался предоставлять, сославшись на сложности в банке.

Мы понимаем, что подобные ситуации могут возникать, и иногда банки не могут предоставить информацию сразу. Однако мы настоятельно рекомендуем внимательно проверить данный перевод в вашем банке. Мы получили подтверждение, что перевод с вашей стороны не был выполнен из-за технической ошибки. Тем не менее средства могли быть списаны, и если они не вернулись в течение 14 дней, необходимо обратиться в отделение банка или на горячую линию. Возможно, деньги фактически не уходили, и никакого недоразумения нет.

Так как средства на наш счёт не поступили, мы не можем их зачислить или вывести. В указанный период никаких поступлений по данному переводу не было.

The bank statement contains reliable information about the debit from your payment system, and I did not refuse to provide additional information; it is impossible to provide it due to technical limitations on the part of the bank (it is impossible to share a check or take a screenshot). In any case, the information in the statement is sufficient to understand that the funds were debited and were not returned (there is no deposit for this amount in the statement). The fact that it took you a month to respond to the complaint and ultimately simply accuse that "possible the funds never actually left" even though everything is clear in the statement, speaks volumes about your organization. The bank provided a response in support that the funds were debited and not returned; all questions should be directed to your payment system. In any case, I no longer expect your fraudulent organization to ask anything of from them.

The statement you provided doesn't contain accurate transaction details—it lacks the date and time of the deposit, as well as other required transfer information. For this reason, we've repeatedly requested additional information, but it hasn't been provided.

We have no grounds to withhold your funds. We are ready to assist you in resolving the issue, but the funds were never actually deposited into our account, so there is nothing to add to your balance.

We asked you to contact your bank. Have you received any official information from them?

If not, we recommend doing so. We've sent multiple inquiries, and the bank has stated that the transfer was never sent to us, and if you had a charge, it should have been returned within 14 days.

Once we receive the correct document with complete transaction details, we are ready to continue the investigation.

Предоставленная вами выписка не содержит точных данных по операции — в ней отсутствуют дата и время депозита, а также другие обязательные данные по переводу. Именно по этой причине мы неоднократно запрашивали дополнительную информацию, но она не была предоставлена.

У нас нет оснований удерживать ваши средства. Мы готовы помочь в решении вопроса, однако фактически сумма на наш счёт не поступала, следовательно, зачислять на ваш баланс нечего.

Мы просили вас связаться с вашим банком. Получили ли вы от них официальную информацию?

Если нет, рекомендуется это сделать. С нашей стороны запросы направлялись неоднократно, и банк сообщил, что перевод в нашу сторону не был отправлен, а если у вас было списание, оно должно было вернуться обратно, в течение 14 дней.

После получения корректного документа с полными данными операции мы готовы продолжить проверку.

Dear waitangasu1,

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,
Peter
Casino.Guru