The player from Germany has deposited money into his account but the funds seem to be lost. Player’s complaint has been resolved successfully.
Betinia Casino - Player’s deposit has never been credited to his casino account.
Amount: €500
Betinia Casino
Safety Index:HighSafety Index
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8.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I have made a deposit via my credit card and have also received a deposit confirmation by email from the platform on which the deposit is made (QuickBit). At betinia, however, the deposit was declared as "canceled" and not credited to the account.
The money has been withdrawn from my credit card account.
After contacting Betinia three times via the chat, I was informed each time that the finance department would contact me. However, this has not happened so far. And a chargeback was not initiated either.
Automatic translation:
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3 years ago
Dear Stefan,
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 which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
Could you please advise if you contacted your payment provider/bank already? If there’s any relevant communication, please forward it along with a 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
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3 years ago
Translation
Hello,
So I have only contacted Betinia about the problem so far and the amount has never been credited to my account.
However, a later payment was credited using the same payment method.
By payment provider, do you mean my credit card company or the payment provider QuickBit, who is responsible for credit card payments at Betinia?
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3 years ago
Dear Stefan,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Translation
Hello,
The case can be closed. Betinia finally credited the money.
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3 years ago
As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Stefan, for your cooperation and confirmation, and please don’t hesitate to contact us 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
