Fair Crown Casino - Внесенный игроком депозит отклонен, аккаунт заблокирован.

I deposited the amount but the casino rejected it due to time delay. I then requested a permanent ban from the casino. I then tried to contact the casino and ask them for a refund but now I can't get any contact from them. Proof of deposit attached.

Talletin summan mutta kasino torjui sen aikaviiveen takia. Pyysin tämän jälkeen pysyvää kieltoa kasinolle. Yritin sen jälkeen otta yhteyttä kasinoon ja pyytää heiltä palautusta mutta nyt en saa heihin mitään yhteyttä. Todiste talletuksesta liitteenä.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please explain the issue with your deposit in more detail?
• Has the deposit not been credited to your casino balance at all? If not, has the casino informed you when the funds should be returned to your bank account?
• What reason did you provide when requesting the closure of your account?
• Please also forward the email containing your account closure request, the casino's response, and any other communication that may be relevant to the investigation of your case to [email protected].

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I deposited €30 via Nordea via bank transfer.

The deposit was shown as pending and then the casino itself announced that it had been cancelled. The money never made it to the player's account.

I requested account closure due to a gaming issue.

Talletin 30€ Nordean kautta pankkisiirtona.

Talletus näkyi odottaa tilassa ja sitten kasino itse ilmoitti peruneensa sen. Rahat eivät koskaan päätyneet pelitilille.

Pyysin tilin sulkua peliongelman vuoksi.

Thank you for your reply and for your email.

• Have you tried contacting your payment provider to inquire about the status of the deposit that has not been credited to your casino account?
• Could you please forward me the account closure request you sent to the casino, along with the casino's response? Additionally, please include your communication with the casino regarding the deposit that was not credited to your account.

I appreciate your time and cooperation.

Hi! I can no longer contact the casino because I requested self-exclusion. That's why I hope you can contact them.

I have deleted all email communications regarding the ban. I did it through their chat service. The ban was without any problems, now my email is on their blacklist and that is why my contact is not getting through.

Moi! En saa enään kasinoon yhteyttä, koska pyysin itsesulkua. Siksi toivon teidän olevan heihin yhteydessä.

Olen poistanut kaiken sähköpostiviestinnän sulkuun liittyen. Tein sen heidän chatpalvelussaan. Sulku oli ongelmaton, nyt sähköpostini on heidän sulkulistoillaan ja siksi yhteydenottoni ei mene perille.

Thank you for your reply.

I have previously asked whether you contacted your payment provider (Nordea) regarding the status of the bank transfer you sent to the casino. Since the casino indicated that the transaction failed, it is likely that the funds never reached the casino's account and should have been returned to your bank account. Could you please check this with your bank and let us know what they tell you?

Additionally, in order for us to properly investigate your case, we need some form of communication or evidence confirming your interaction with the casino regarding both the deposit issue and your account closure/self-exclusion request.

Please note that without any supporting evidence from your side, we will unfortunately not be able to contact the casino and request their assistance, as we need to verify the circumstances of your complaint first.

Thank you for your understanding. I look forward to your reply.

Dear Jovain,

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.

I have a query going on at the bank.

Minulla on kysely pankissa menossa.

My bank reply

Dear Jovain

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Jovain,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Fair Crown Casino representative to join this conversation.

Dear Fair Crown Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear CasinoGuru Team,

Thank you for bringing this matter to our attention.

We have reviewed the case and can confirm that the player's account was closed at their own request following a self-exclusion. We wish to clarify that self-exclusion does not prevent a player from communicating with our support team regarding unresolved issues such as this one. We have already reached out to the player directly to assist in resolving this.

According to our investigation, the transaction from 7 June was unsuccessful/declined, and no funds were credited to our system. To investigate this further with our payment provider and locate the funds, we have requested the following from the player:

A screenshot of the payment confirmation (date, time, amount, and reference number).

A full bank statement from 7 June to the present, to confirm the funds remained debited and were not automatically reversed.

We are fully committed to resolving this discrepancy and will provide an update to the CasinoGuru team as soon as we receive and review the requested documentation.

Kind regards,

FairCrown Casino Support Team

Dear Jovain,

Please provide the casino with the requested documents and notify me, when you will be able to do so:

• the Nordea payment confirmation showing the date, amount, and transaction reference; and
• a complete bank statement covering 7 June 2026 to the present, showing that the €30 payment was debited and was not subsequently reversed or refunded.

Thank you for your cooperation.

It has already been delivered.

On jo toimitettu.

Dear Fair Crown Casino,

Can you please confirm, if you have received the player's submitted documents, and provide us with an update on the issue?

We are all fine, I'm still waiting for the money to be credited to my account.

Meillä on kaikki kunnossa, odotan vielä rahat tililleni.

Dear Casino Guru Team,

Thank you for reaching out regarding this case.

We can confirm that Faircrown Casino has received and processed the relevant documents and data submitted by the player using the email address [email protected].

We have also initiated the refund procedure on our end. We will keep the player updated with specific information as soon as it becomes available regarding the outcome of this process.

Please let us know if any further information is required.

Best regards,

FairCrown Casino Support Team

Thank you for the confirmation, Fair Crown Casino.

We will be waiting for your update.

I got my money, thank you!

Sain rahani, kiitos!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jovain,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka