Casino classic poli payment fail

I deposited twice on casino classic on the 12th of may 20usd using poli payment but one of my payments never showed up on my account  its been nearly a month now and still nothing has shown up in my bank or on my casino the last i heard from them was on the 2nd of june.  Its clearly come out my bank 

Hello Hayley Oneill, 

Could you please notify us with your casino username via private message? As soon as we have this information we will promptly contact Casino Rep and see if they can reimburse you for your lost money. 

Hi Hayley Oneill, 

We received your Casino Username and have contacted Casino Rep. Keep posted on this forum thread for updates!

Hi there im just wondering if you had any luck hearing from casino classic 

Hi Hayley Oneill, 

Unfortunately we haven't heard back from Casino Rep yet, it's been 4 days since we messaged them. We pinged them again. Hopefully they respond sometime this week! Keep you posted here! 

Thanks heaps i appreciate the fast reply aswell.

Hello Hayley Oneill, 

Casino Rep has responded and this is what they said: 

"The bank statement the player sent to us only showed the transaction that was successful. There were no other transactions on there. 

Could you please ask the player to forward me a screenshot showing both separate transactions? They can also forward it to you then you to me if that is easier." 

Could you please share your screenshots? Feel free to contact us via private message inbox and we will provide you with Casino Reps email so you can provide them with the screenshots they need. 

Thanks. 

I dont know how to send via messages lol 

<Images removed for privacy reasons>

Can send other screenshots if you message me just don't want my details public lol 🙂 

Hey just checking in to see if you have heard anything i been messaging weekly and the casino just ignoring me now please help 

Hi Hayley Oneill, 

Feel free to send us the screenshots the Casino Rep has requested via private message. Thanks!

Hello Hayley Oneill, 

We received your screenshots via private message and will contact Casino Rep and see if the issue can be resolved. Keep posted on this forum thread for an update. 

Hello Hayley Oneill, 

Casino Rep has contacted us, and this is what they said: 

"This matter was escalated to our Processor for the second time, as initially they informed us that the transaction in question was not successful and the funds were supposed to bounce back to the customer's account.

Since the customer claims not receiving the funds back to their account, this was escalated to the processor again. We are still awaiting their reply.

The customer was informed about the outcome at the time. We also informed her that we'll come back to her once we get a reply from the processor after the second escalation."

Thanks so much for your help here i really appreciate it. Just waiting for a positive outcome now. 😌