R7 Casino - Депозит игрока был задержан.

On October 15, 2024, I made a deposit of 9000 RUB through SBP. After completing the payment to the specified details, the payment waiting timer continued to run. When the time expired, I received a message stating that my payment was not identified.

I tried to contact technical support on the Casino website, but received the standard response that all operators are busy, and I was instructed to wait or email them. I sent all payment screenshots and explained the situation via email, but the support team has not responded. I request assistance with this issue. I have attached all screenshots to this complaint, as well as a PDF receipt from the bank.

15.10.2024 Совершил пополнение баланса в размере 9000 RUB (рублей) через СБП. После совершения платежа на реквизиты таймер ожидания оплаты продолжил идти. Когда время закончилось написало, что мой платеж не идентифицирован.

Попытался связаться с тех.поддержкой на самом сайте Казино, там стандартная отписка что все операторы заняты, и нужно ждать, либо пишите на почту. На почту я отправил все скриншоты оплаты и объяснил ситуацию, поддержка в ответ никак не реагирует. Прошу разобраться. Все скриншоты прикрепляю к жалобе. Так же прикрепляю чек в формате PDF из банка.

Dear partak.k,

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 bank. They need to investigate but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it might take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. 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,

Tomas

Dear Thomas,

Thank you for opening a complaint. The main problem is that the method of replenishing the casino balance through the SBP system (fast payment system) is a method of replenishment through a transfer to the bank account of another person (most likely a casino agent) P2P. On my part, the bank cannot process a refund in any way, because the payment has been made (the transfer has been completed). It is very strange that I do everything according to the instructions for replenishing my account at the casino, all payments go through, but there is no money on the balance. If in the event of any "errors" or failures the player himself needs to deal with the problems of the COMPLETED replenishment, then in my opinion such a casino deserves a rating of -1/10. I provided all the receipts, transaction numbers, etc. I understand that the process is long and the amount is not that big, but the support service ignoring the question "How long do I need to wait" makes me think about the competence of the casino employees. I am waiting for the problem to be resolved, as they said in technical support. If something changes, I will write

Уважаемый Тomas,

Спасибо за открытие жалобы. Основная проблема в том, что способ пополнения баланса казино через систему СБП (система быстрых платежей) - это способ пополнение через перевод на счет в банк другого человека (скорее всего агента казино) P2P. С моей стороны банк не может никаким образом оформить возврат, потому что оплата совершена (перевод выполнен). Это очень странно, что я делаю все по инструкции для пополнения своего счета в казино, вся оплата проходит, но деньги на балансе отсутствуют. Если в случае каких то "ошибок" или сбоев игроку самому нужно разбираться с проблемами ВЫПОЛНЕННОГО пополнения, то на мой взгляд такое казино заслуживает оценки -1/10. Мной были предоставлены все чеки, номера транзакции и т.д. Я понимаю, что процесс долгий и сумма не такая большая, но игнорирование службы поддержки вопроса "Сколько мне необходимо ждать" заставляет меня задуматься о компетентности работников казино. Ожидаю решения проблемы, как и сказали в технической поддержке. Если что то изменится - я напишу

In addition, I will write that the following attempts to replenish the account through the same payment method were successful and the funds were credited to the balance (more than $ 300). That is, the problem here is not in the payment system. I hope the problem can be solved

В дополнение напишу, что следующие попытки пополнения счет через тот же способ оплаты был выполнен успешно и средства на баланс были зачислены (более 300$). То есть проблема тут не в платежной системе. Надеюсь проблему получится решить

Hello!

We are very sorry to hear that your deposit is delayed.

Unfortunately, the payment provider was unable to identify your payment, for further proceedings we need a statement, which we have requested from you by mail. As soon as you provide it, we will continue to resolve the issue.

I sent a bank statement reflecting the transaction in a reply letter to your financial department. I ask for a speedy resolution to the problem.

Направил выписку из банка в которой отражена транзакция в ответном письме на почту Вашего финансового отдела . Прошу скорейшего решения проблемы.

Hello!

After the statement provided, the verification is complete and the funds have been credited to your balance. Have a nice game!

The problem has been solved. The deposit has been credited. Thanks to R7 Casino and Casino Guru for the quick resolution of the situation.

Проблема решена. Депозит зачислили. Спасибо R7 Casino и Casino Guru за быстрое урегулирование ситуации.

Dear partak.k,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru