The player from Germany faced an issue with his deposit, which had not arrived at the casino despite being debited from his account. It had been a day with no updates, and he expressed concern about potential delays and generic responses from live chat support. The Complaints Team advised him to provide a payment confirmation from his provider to help locate the lost transaction. However, the player did not respond to subsequent messages, leading to the rejection of the complaint due to lack of communication.
1Go Casino - Player's deposit is delayed.
Amount: €24
1Go Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 weeks ago
Public
Public
1 month ago
Translation
Money did not arrive at the casino despite debiting from my account
It has been a day and no new information about my deposit this will probably take days
I advise you to think twice about whether you want to gamble money in this casino because there are difficulties with deposits and in the live chat only ready-made answers are given without addressing anyone individually
Automatic translation:
Public
Public
1 month ago
Dear Cba32123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
Public
Public
1 month ago
Translation
I have already contacted my payment provider and they say that the money has arrived at the provider as normal and that they are waiting for a response from 1go because they will not give me the money back in advance if the money has already been paid to the provider
Automatic translation:
Public
Public
1 month ago
Dear Cba32123,
You have to provide a payment confirmation from your provider to the casino as soon as possible so they can try to locate the lost transaction.
Once you do, it might take a month for the casino to locate the funds.
Please forward us the communication between you and the casino to nikolas.b@casino.guru when they reply to you after receiving the payment confirmation.
Regards,
Nick
