21 Casino - 플레이어의 보증금이 입금되지 않았습니다.

Hello HimanshuKhatri,

Thank you very much for submitting a complaint and I'm sorry to hear about your issue with 21 Casino. Allow me to ask you a few more question before we would move forward.

What payment method did you use to deposit? After how long did you contact the casino with this issue? Did they provide any evidence that the payment was not received from you?

Please forward any additional screenshots and relevant proof to nikolas.b@casino.guru.

Regards,

Nick

Hi Nick,

I have used UPI and net banking for the deposits of 10k and 5k respectively.

I have followed up with them last week as well, but they are saying the case has been closed from there end now.

They did not provide any evidence that the payment was not received by them, they have just emailed me that the payment was failed.

I have confirmed with my Bank today aswell and they are again saying that the payment was successfully credited to the casino account and it has been confirmed to the bank by casino's payment provider also.

I have provided my statement to casino 10-12 times indicating that my money was deducted from the account.

I have send all other proofs on the email nikolas.b@casino.guru.

Let me know if you want to know anything else or need any proof.

Thank you HimanshuKhatri for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello HimanshuKhatri,

I have reviewed your case and will now contact the casino to see if I can help.

We would like to invite 21 Casino to join the conversation and aid in the resolution of this complaint.

That will be helpful, I can provide you all other proofs if you want.

Just let me know incase you need anything.

Hello HimanshuKhatri,

I'm more than happy to follow up on this case.

I've just talked to our Payments department and requested clarity on the matter, to understand exactly what is happening.

I will reply to you shortly with answers to help.

Thank you for your patience!

@adam - How much time will it take to get this complaint resolved.

Hello HimanshuKhatri,

I'm afraid there is no way to quantify how long it will take to resolve a complaint, each case is different and depends on multiple factors.

For now, we should remain patient and wait for the casino to reply with more information as they have stated.

If there is no response when the timer has expired I will contact them once more.

We would like to ask 21 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi HimanshuKhatri and Adam.

Thank you for your patience.

I've requested updates on the case. I've put on an escalation in place to assure we get closure as soon as possible. I will keep you informed.

Thank you!

Hi HimanshuKhatri and Adam,

Kindly note, our Payments team has just confirmed with the payments service provider that the transaction was unsuccessful.

We believe your claim regarding the payment is still reflecting in the account, but we advise to please contact your bank, so that they can also validate that the the payment provider could be having a delay in processing it back to your account.

Thank you for understanding, we will keep following up this case as we intend obviously to get it successfully solved.

Thank you 

Hi Adam and 21 casino.

As I have already discussed this with my bank and they are saying that the payment is successful.

I have already attached their email in screenshots above stating that the beneficiary bank has confirmed that they were credited with the amount.

Hi HimanshuKhatri,

We understand you spoke to the bank as per bank statements provided in June 2021.

Some payment providers have been causing delays in operations which is why at the time your refund was not to be seen. However, our payments team has triple checked and we can confirm that it did never go through. The bank probably assumed so due to the existing delay of processing transfers from the payment provider.

We would ask you to please confirm with them, since it's been 6 months, in order to validate if the refund actually landed between then and now. Thank you for understanding.

Thank you for your response, 21 Casino.

Dear HimanshuKhatri,

I appreciate it is frustrating, but it may be worth asking your bank to check once more as mentioned to see if they can locate the missing payment.

Hi @adam.

I have checked with my bank in these couple of days and checked my statement from june till today.

The money were deducted from my account and were never reversed back.

Bank officials are saying that the deposit was successful.

If you want I can provide my statement.

Hello HimanshuKhatri,

Thank you for the update, please do forward the statement and any further communication from your bank to my e-mail address adam.m@casino.guru

@adam - I have send the bank statement on the email id provided by you, kindly check.

Hello HimanshuKhatri,

I have received your e-mail and the statements, thank you.

You also attached a screenshot of the email from the bank stating that the beneficiary's account had been credited with the payment, this is the same as the one you posted previously.

Have you checked again with your bank since then and asked them to try and locate the funds? Please also post their most recent response, either here or to my email.

Yes @Adam,

I have discussed the same with them again, but that was on call so I dont have anything to provide.

I will again ask for them to convey the information via email and will post here.

They will be sending the email with all the details to me and I will email to adam.

Thanks for bearing with me, Bank work takes a lot of time.

Thank you HimanshuKhatri,

We will await your further update.

Kind regards,

Adam

Hello HimanshuKhatri,

Has there been any development? I have still not received an email from you, have you sent it?

Kind regards,

Adam

Dear HimanshuKhatri,

Please provide us with an update on your situation. Has the issue now been resolved? Please be aware that if we do not hear from you within the set timeframe this complaint will become rejected.

Kind regards,

Adam

Dear HimanshuKhatri,

As we have had no further contact from you this complaint will now be rejected.

It can be reopened at any time.

Kind regards,

Adam