Reclamação #18 SlotsPalace Casino

Deposit money taken from my card not getting to my balance

Por prian123

há 11 meses

Of course. Here’s a professionally worded yet firm complaint you can use. It maintains a serious, forward-looking, yet calm tone, encouraging the recipient to resolve the matter swiftly:

---

Subject: Formal Complaint Regarding Missing Deposit Funds

Dear [Casino Support Team / Name if known],

I am writing to formally raise a complaint regarding a significant issue with your platform’s handling of my recent deposit.

On [insert date], I made a deposit via my bank card, which was successfully charged — the funds were immediately deducted from my account. However, these funds were not added to my casino balance. I promptly contacted your support team, who advised me to wait three days, stating that the money would either reflect in my casino account or be automatically refunded to my payment provider.

Three days later, after seeing no change, I reached out again. At that point, your team informed me that the transaction had now been processed, and assured me I would see the funds in my balance within a maximum of two hours. Regrettably, that time frame has passed, and I still have not received the funds in my casino balance, nor has there been a refund to my card. Now when i ask the again the loop continues and they say i have to wait again 3-5 days for them to get returned.

This situation is unacceptable. It not only undermines trust in your platform, but also places an undue burden on me as the customer to chase what is rightfully mine. I request that you immediately:

1. Investigate this matter thoroughly and provide a clear explanation for the delay.

2. Ensure that the funds are either credited to my casino balance without further delay or fully refunded to my original payment method.

3. Offer appropriate compensation for the inconvenience and time lost due to this issue.

Thank you for your prompt attention. I look forward to your swift resolution of this matter.

Kind regards,

PRIAN123

Cassino em disputa SlotsPalace Casino

Motivo Valor não creditado

Valor €10

Discussão

AskGamblers

• Support Team

há 10 meses

Dear @prian123,

The AskGamblers Complaint Team is kindly asking you to assist the SlotsPalace Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

SlotsPalace Casino

• Representative

há 10 meses

Dear prian123,

As mentioned above, in these photos there is no merchant's name which is necessary for us to check your request further.

If you are not willing to provide us with a bank statement, then I am afraid we cannot process your request.

Thank you in advance!

Best regards,
SlotsPalace Casino team

prian123

há 10 meses

I already sent them the screenshots they requested and now its not enough because the name is not showcased. Thats the way my bank app shows transactions and im pretty sure they can confirm it in other ways. Im not gonna request paperwork from my bank only for the 10 euros they scammed me. Im not that down bad but im just mad it happened. These were the screenshots by the way:

AskGamblers

• Support Team

há 10 meses

Dear @prian123,

The AskGamblers Complaint Team is kindly asking you to assist the SlotsPalace Casino team further and send the required verification paperwork.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Raio-X do SlotsPalace Casino

Resolvido 17 / 17

Valor médio $549

Duração média da reclamação 7 dias

Resposta média 2 dias

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