The player from Germany is frustrated with Bacanaplay, as they have reached a deposit limit across multiple providers. After deciding to close their account and request a refund, they encounter significant difficulties contacting customer support and cannot reach anyone.
BacanaPlay Casino DE - Player seeks assistance with account closure and refund issue.
Amount: €190
BacanaPlay Casino DE
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case opened
Current status
Waiting for Casino Guru to reply
4d 2h 51m 51s
Case summary
3 days ago
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2 weeks ago
Translation
Dear Sir or Madam,
Last Friday, I played at Bacanaplay.
Seven days earlier, I had reached my deposit limit of 200€ at Tipico,
and no further deposits should have been possible.
However, this was not the case, and I had also forgotten about it.
Since I was dissatisfied with the casino, I wanted to close my account and also requested a refund.
On the Bacanaplay website, there is a German phone number which I called as I had not received any response from the casino. However, a hotel in Munich answered the call.
As a contact, Bacanaplay lists kontakt@drückglück.de
(That's how it is written)
The email does not go through, and support@drueckglueck.de gets rejected as spam. Initially, I contacted support@bacanaplay.de and support@bacanaplay.com.
When you log in to Bacanaplay and try to chat with support, you only get a chatbot.
I find this very strange for a casino licensed in Germany.
Could you assist me?
Automatic translation:
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2 weeks ago
Dear chspe,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BacanaPlay Casino DE.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please share any kind of confirmation about what your deposit limit was set to at the time of the incident?
- Could you please share your attempts to contact the casino via email and live chat? My email is tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 week ago
Hello chspe,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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3 days ago
Thanks for your email and your patience. I apologize for not replying sooner.
Could you please advise whether the casino contacted you and replied to your requests for account closure and refund of your deposited funds?
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3 days ago
Translation
Hello Thomas, I have not received an email from Bacanaplay yet.
Nothing has happened.
Greeting,
Chris
Automatic translation:
Casino Guru is examining the case
