A player from Germany had deposited €600 via Sofortüberweisung 24 hours earlier, but the funds were not credited to his casino account and remained pending. The casino refused to assist. We advised the player to contact his payment provider for an investigation, which could take approximately one month. The complaint was rejected due to the player's lack of response to our messages and questions, preventing further investigation.
Betandplay Casino - Player’s deposit is delayed.
Amount: €600
Betandplay Casino
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 closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
24 hours ago, I deposited €600 at this unreliable casino. The money has not been credited and is still pending.
The funds have already been withdrawn from my account.
The deposit was made via Sofortüberweisung. The casino is refusing to help me.
Automatic translation:
Public
Public
4 months ago
Dear tolgaoezen,
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
Public
Public
3 months ago
Dear tolgaoezen,
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.
Public
Public
3 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.
