Vivadice Casino - 플레이어의 보증금이 입금되지 않았습니다.

Dear anglexion091, 

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. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. 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, 

Veronika

How can I contact the payment provider? If you mean the bank, then the transaction was successful and the money was not returned. And the casino suddenly stopped responding

А как я могу связаться с платёжным провайдером ? Если вы имеете ввиду с банком, то транзакция имеет успех и деньги обратно не возвращались. А казино в один перестали отвечать

and their online chat is completely dead. I've been waiting for an answer in the chat for 5 hours. Still no one has answered

и онлайн чат у них совсем мертвый. жду ответа в чате 5 часов. Так и никто не ответил

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 (bank)
• 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 veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear anglexion091,

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.

Why is the representative of this casino not answering? I want to hear their answer

Почему не отвечает представитель данного казино ? Я хочу услышать их ответа

Dear Both Parties,

I have just reviewed your screenshot and email, and I can see that you initially contacted us on September 13, 2024.

Apologies for the delayed response—unfortunately, we did not receive any notifications indicating that a case had been opened, and we sincerely apologize to both parties for the oversight.

First and foremost, our casino automatically detects any transaction activity, including successful transactions, attempted transactions, failed transactions, and declined transactions—everything appears in our backend.

In your case, we have no record of any transaction attempt from your side. We can provide a screenshot for Casino Guru, and we are also fully transparent—we have no issue granting them access to our backend to verify this information themselves.

Additionally, at the time of your initial inquiry, we contacted our Payment Service Provider (PSP), and they confirmed that no transaction was ever made.

Given this, I kindly ask you to contact your bank to investigate the issue further. If our PSP never received any funds and our backend does not show any transaction attempt from your side, this indicates that the issue is not on our end.

Thank you for your understanding. Let us know if there is anything else we can assist with.

Best regards,

Dear Vivadice Casino representative,

Thank you very much for getting in touch with us and providing us with more details about the player's case.

Dear anglexion091,

Please send me the documents I requested from you in my previous reply to veronika.f@casino.guru.

Dear anglexion091,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.