Horus Casino - Deposit bonus not credited - Complaint Resolved

Hello, I have a problem with the Horus Casino. Well, on June 17, 21 I made my first deposit by selecting the bonus options. The minimum deposit amount was 1500 rubles and then I made a deposit of 1832 rubles. After prior contact with the operator, I made sure which method I can pay in to get the bonus. I deposited with the Visa card method. However, since then neither the deposit nor the bonuses have been credited to my casino profile. After contacting the operator, the lady calmed me down and said that I could pay using a different method, because this is what happens with cards. I didn't know there might be a problem since this method is generally available. Since then, I have been contacting the operator on average every two days, but I still get the same answer and my message has been forwarded to the appropriate department and they will contact me by email. Until today, silence. I called my bank, but the lady on the line said that everything was fine on my part because the amount was transferred to the casino account. And this casino must have a terminal problem. I am asking for help because I feel that I am being dismissed. I would like the funds I deposited to be credited to the casino account along with the bonus or that the casino would return my funds to the card. This is the amount of about PLN 100 and it is a considerable amount for me. I attach the last screen from a conversation with Pania operator plus a screen from the bank that day about blocking $ 25 for the deposit. I will add that on my casino profile the reason for the rejection was that I did not have enough funds on my account, which is not true because the amount was immediately blocked and transferred to the casino account. Best wishes

AskGamblers

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Emilia8 Poland Message

First of all, thank the Askgamblers for reopening the complaint. Unfortunately, the Horus Casino Manager did not respond to my complaint in any way. Yesterday, 4.07, I wrote again on the live chat asking what about the lack of crediting my deposit and bonus. I received practically the same answer as I have been receiving since June 17, 2021. I attach screenshots from yesterday's conversation. I am asking the manager of the Horus casino to answer my complaint. Whatever she may be, please don't underestimate me, just face the problem. greetings

Horus Casino

Hello Emilia8,

I’m really sorry for the late reply to this complaint, I wanted to gather all the facts and put a bit more pressure to the relevant department regarding this issue.

Unfortunately, this does not depend on us directly and I’ve put some pressure to the relevant department for some update, but there is no news on your deposit yet.

Nonetheless, we’ve decided not to wait any longer on this matter, since it’s been a few weeks already, and credited you the deposit manually to your account.

On top of that, we’ve added 100 free spins to your account as an inconvenience for the troubles you’ve had these past weeks.

If you ever have any other problem regarding your deposits in the future, you can contact Finance Department directly at finance@horuscasino.com and they will gladly assist you.

Good luck and happy spinning!

Best regards,

Mark

Emilia8 Poland Message

Hello. Thank you very much for your answer. And most of all for understanding me. I confirm there are money and spins in the casino account. I am sorry that such situations take place, in fact, it is just technology that fails sometimes and also tries to put myself in your situation, hence my waiting. I can take the matter resolved and I'm on my way to your casino. Thanks again Askgamblers and the manager for the answer. greetings

AskGamblers

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Horus Casino - Deposit bonus not credited

Complaint Info

Disputed casino

Reason

Amount

$ 25

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