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.
Really bad customer service! I deposited money through Trustly, but was not withdrawn but not credited within 24 hours. 3 tickets posted and no feedback. Not even a goodwill solution was sought or can be fulfilled as reparation! Can only advise against!
Dear Daniel,
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 have contacted your payment provider already? If there’s any relevant communication, please forward it along with the 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