The player from Germany has deposited money into his account but the funds seem to be lost. We rejected the complaint because the player didn't respond to our messages and questions.
I paid via Sofortüberweisung. The money is gone from my account. At Betinia, however, the deposit is shown as canceled. Although everything went well.
Dear Dustin,
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, the 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.
As I mentioned earlier, if a deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Additional comments from the player:
"Hello, I have not yet contacted my bank. I first checked with Betinia myself. The financial department I said came back to me. It was 3 days ago."
Thank you, Dustin, for your reply. Please contact your bank as they should be part of the investigation and forward the payment receipt to petronela.k@casino.guru. As I mentioned earlier, 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.