The player from Germany has deposited funds into casino account just to find out that the slots are not available. Now he’s experiencing difficulties requesting a refund. The casino failed to respond and we were forced to close this complaint as 'unresolved'.
Asperino Casino - Player’s struggling to receive a refund.
Black points: 100
Amount: €50
Asperino Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.2
Asperino Casino has a Safety Index of 2.2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I deposited 50 euros
But can't play it doesn't open a game
How do I get my money back?
Automatic translation:
Public
Public
3 years ago
Dear robbbvb09,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your deposited funds, or they’re still untouched inside your account? Have you been asked to verify your account before a refund can be processed?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
3 years ago
Translation
No, I haven't played yet because I can't open a single slot so I can't play
Automatic translation:
Public
Public
3 years ago
Thank you, robbbvb09, for your reply. Could you please advise if you have communicated this issue with the casino directly? Have you been asked to verify your account before a refund can be processed?
Public
Public
3 years ago
Translation
Casino doesn't answer
Money is probably a shame away
Automatic translation:
Public
Public
3 years ago
Thank you very much, robbbvb09, for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
3 years ago
Hello robbbvb09!
I will take care of your complaint from now on. I would like to invite representatives of Asperino Casino into this complaint in order to help us resolve the issue.
Public
Public
3 years ago
We would like to ask Asperino 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 will have negative impact on the casino's rating.
Public
Public
3 years ago
Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
