The player from Germany made a deposit of 50€ which was taken from his bank account but not credited to the casino balance. Despite providing screenshots of the transaction, he hasn't received any further responses and wants a refund. Player’s complaint has been resolved successfully.
Bet-nox Casino - Player's deposit not credited to the casino account.
Amount: €50
Bet-nox Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
Translation
Good day,
On 04.08.2023, I made a payment of 50€ to the above-mentioned casino via Instant Bank Transfer. The amount was immediately withdrawn from my bank account through a real-time transfer.
However, the amount was not credited to my casino balance. Consequently, I contacted the Live Chat, who in turn directed me to the financial department via email.
On the morning of 05.08.2023, I received a reply asking for screenshots of the transaction, which I promptly sent.
Since then, I have not received further responses from the casino.
I am not interested in continuing to play in this casino and am demanding an immediate refund of my deposited money back to my bank account.
I'm hoping for a prompt resolution.
Automatic translation:
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8 months ago
Dear cymba889,
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 deposits have 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, 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 located and refunded back to your bank account or credited to your casino account.
Could you please advise if it was your first deposit in this casino? Please forward your payment receipt along with any relevant communication 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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8 months ago
Translation
Good day,
The money has been successfully debited from my bank account, this was also confirmed to me by my bank.
It was my first deposit at this casino.
I blame the casino in this case, at least the casino should cooperate with me, but I don't get any further information from the casino at all.
Automatic translation:
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8 months ago
I completely empathize with your frustration, cymba889. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 25 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.
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8 months ago
Translation
The complaint can be closed, the money has been credited to me.
Thanks very much
Automatic translation:
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8 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, cymba889, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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