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Wild Tornado Casino - Neosurf deposit pending for too long now

RESOLVIDA
Informação da reclamação
Cassino em disputa Cassino Wild Tornado
Motivo Valor não creditado
Valor $ 20
jax79 Australia do Sul
Postado em 31 de maio de 2021

Used a $20 neosurf voucher to deposit into my account on wild tornado casino..

Checked my balance and realized the money was not in my account and when i checked transactions, o noticed it was pending..

This was deposit on friday just gone at around midday and it's now 10am sunday...

I've been told lie after lie after lie..

First i was told by customer support via email that it was a technical issue and they were trying to fix the problem and not to worry but I'd just have to be patient..

So here it is some 40-42 hrs later and in that time period i was also told by my personal manager that it was a neosurf problem and she'd contacted them and was waiting a reply..

Firstly if tech support tells me that they've not yet been able to fix technical fault then how would my personal manager possibly know that it was a neosurf issue ?

I sent the 2 screenshots that I've attached with my complaint, to customer support and as you can see on screenshot provided it clearly says " activated "..Now i believe this to mean it's been processed but there's $0 available on voucher and it still says in transactions " pending "

It's quite clear to me and it's of my opinion that the casino is deliberately playing games and being untruthful and has no intention of giving me my money back..

If it were a technical issue then it's highly unlikely that'd it just be affecting neosurf deposits..

Even if this were the truth then why some 40-42 hrs later is my deposit still pending because surely tech personal should have fixed the problem..

When i question them about it , i get the " please be patient and just wait " message..

When i asked them to show me proof or prove it was to do with a technical fault, they replied with " what do you want proof for "

If they've nothing to hide then they would have at least tried to provide some proof or replied with " I'll do my best to get you proof jaxson "

This casino clearly has it in for me and has broken promises in relation to bonuses i was supposed to get, only for personal manager to renege on promise and that was only last Monday and so i made a complaint to casino and since then theyve deliberately ignored emails and of they were answered i was made wait between 12-18 hrs..

I could really use your help please...

Regards, Jaxson < surname removed >

Postado em 31 de maio de 2021

Dear JAX79

We understand your frustration, and we are sincerely sorry that it is taking a bit long. It is of utmost importance to us that the experience for our players is pleasant.

Could you be so kind to provide us with the screenshot of the transaction, where the reference number is visible? You can find it in the “Account history" section, right after the "Source". Unfortunately, we have not found it on the screenshots you provided.

Our team is very grateful for your patience.

AskGamblers
Postado em 4 de junho de 2021

Dear @jax79,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note 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 and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Cassino Wild Tornado Reclamações

  • 19 de 19 resolvida
  • 1 dia resposta méd.
  • 3 dias vida útil méd. da reclamação
  • 1,537 USD valor médio

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