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Hello - deposit not credited


Resolved - A missing payment has been located and this the player has confirmed receiving a refund from Hello Casino.

Read our Hello Casino Review.

Player's Complaint

I deposited the other day via e transfer. The money was taken from my bank and I got an email from their processor gigadet it was 100% taken and deposited yet the casino claims it did not. I dont understand how they can even argue given the proof. I can forward the confirmation email from their processor and a screenshot of my bank the funds being removed if need be. I am not happy with how this casino is acting at all.

Read the casino review

5 Responses

User icon
February 19, 2019

Hi lockinlove,

As we are the ADR for the White Hat Gaming license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – and the terms of use for our complaint service here -

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

It would be helpful if you could send a screen shot of your payment provider statement showing the funds being taken to [email protected].

I'll contact the operator and see what we can find out for you.



User icon
February 19, 2019

I have spoken to support over the past 3 days and they say there is nothing they can do. Even though I have provided them the bank statement and forward them confirmation email from gigadat which is their processor that the funds were taken. Reference and transaction IDs even supplied. They told me to go and try and get it myself which is irresponsible behavior to say the least. However I have tried contact their processor and they wont respond. Here are the screenshots. This is the $66 deposit and the $1 transfer charged. [EDIT] This is the confirmation email from their processor [EDIT] I basically have no way to get my money since they refuse to help me. [EDIT]

User icon
February 23, 2019

Hi lockinlove,

I've spoken to the operator and they have informed us that your payment was refunded to you a few days ago. Can you confirm this?



User icon
February 27, 2019

Sorry it was not refunded to me until this morning after I called and wrote email after email to their processor. I am sure you getting involved helped so thank you for that.

Not very good behavior from hello casino at all. Very unhelpful.

User icon
March 1, 2019

Hi lockinlove,

Thanks for letting us know - it is appreciated!


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lockinlove consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Hello
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

February 19, 2019

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