The player from Germany had deposited 50 Euros to her casino account but the funds were not credited. Despite having repeatedly reached out to support, she had received the same response without resolution. We had advised her to contact her payment provider and refrain from making further deposits until the issue was resolved. Fortunately, the player informed us that she had received her funds back into her account. We had marked the complaint as 'resolved' in our system.
Casinia Casino - Player’s deposit has not been credited.
Amount: €50
Casinia Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I deposited 50 Euros on Saturday and it was withdrawn from my account but not credited to my player account. Whenever I reach out to support, they always give me the same response that it's being processed. I'm not getting any clear answers and I'm being logged out by them.
Automatic translation:
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1 year ago
Dear MIRABELAA,
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?
- Have you contacted your bank already? Ideally, they should be part of the investigation.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello, no, I pay in often, but thanks for the help, I have now gotten my money back into my account
Automatic translation:
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1 year ago
Dear MIRABELAA,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
