An Austrian player had made a 20 Euro deposit via Klarna which was debited from his bank account, but was not credited to his casino account. Despite having contacted support several times and providing proof of payment, no resolution had been provided after 3 days. We had advised the player to reach out to his payment provider for further investigation. We also extended the complaint's timer by 7 days to allow for the player's response. However, due to lack of response, we had to reject the case. We remained open to assisting the player should he have decided to resume communication.
1Go Casino - Player's deposit not credited to casino account.
Amount: €20
1Go Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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6 months ago
Translation
I made an immediate deposit of 20 Euros via Klana on April 23rd. The money was instantly debited from my account. However, the money was not credited into my casino account. I have written to the support team multiple times and have provided them with the bank's confirmation of the payment. But they are doing nothing and have been stalling for 3 days!
Automatic translation:
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6 months ago
Dear fbloechl09,
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 that takes approximately one month. In these cases, the 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.
- Could you please advise if it was your first deposit in this casino?
- Please forward your payment receipt to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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6 months ago
Dear fbloechl09,
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.
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6 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
