The player from Germany made a €25 deposit using a promotional code at Betandplay, but the amount has not been credited to his player account or refunded despite being debited from his bank account. It has been 7 days since the deposit, and repeated attempts to contact support have gone unanswered.
Betandplay Casino - Player's deposit has been delayed.
Amount: €25
Betandplay Casino
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Case opened
Current status
Waiting for Casino Guru to reply
4d 6h 47m 18s
Case summary
2 days ago
Public
Public
4 days ago
Translation
Hello, on 08/12/24, I made a deposit of €25 using the code JINGLE, which is a promotional box at Betandplay. This amount was debited from my bank account but was neither credited to my player account nor refunded. I contacted support and was informed that it could take up to 5 days for the amount to be credited or refunded.
As it has now been 7 days and nothing has happened yet, I have repeatedly tried to contact the 24/7 support, but they have not responded, and I also sent an email directly to support. I have not received a response from them thus far.
Yes, it's "only" €25, but it's still money that I intended to use for playing, which wasn't possible, and I have not been refunded either. I have to adhere to the rules, so I expect the same from the other side.
Automatic translation:
Public
Public
3 days ago
Dear rico871109,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
3 days ago
Translation
Hello, thank you very much for the information and your efforts. I will continue to keep you updated on how everything develops. Best regards, Rico
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3 days ago
Translation
Hello, I received an answer by email today. It informed me that the money had been paid into my player account, but that this had not happened. When I raised the issue with support, I was told that it could not be assigned and would need to be processed further and that I should submit bank statements. I could only send these as a screenshot, as I will not have access to them until the beginning of January.
I'll upload the email as an attachment if that works. My lawyer told me I should try to sort this out again in the normal way, which is unfortunately not possible. If nothing comes of it now, then I'll give him my okay and let the lawyer handle everything.
Best regards, Rico
Automatic translation:
Casino Guru is examining the case
