The player from Germany had deposited €33 into his Casinia account. The amount had been debited from his bank account but was not reflected in his Casinia account. After a certain period of time, the player confirmed that the casino had resolved the issue and his deposited funds had been credited to his account. Consequently, the complaint had been marked as 'resolved' by the Complaints Team.
Casinia Casino - Player's deposit not reflecting in the account.
Amount: €33
Casinia Casino
Safety Index:Very highSafety Index
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9.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I made an immediate deposit yesterday afternoon on 09/11/23, and until now, I have not found any money in my gaming account.
The money, €33, has been debited from my bank.
I have reported this several times but received no response.
I have uploaded proof from my bank to Casinia.
Please help me.
Automatic translation:
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1 year ago
Dear Benny55,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
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1 year ago
Translation
Hello and good day.
Casino casinia offers instant payment.
I assume that Casinia has a contract with the other party and can attach my immediate payment receipt from my bank with the other party
clarify this case
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1 year ago
I fully understand your frustration, Benny55. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 22 days to allow them one full month to investigate. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.
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1 year ago
Translation
It's been dealt with. Casino paid.
Please close case.
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1 year ago
Dear Benny55,
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,
Tomas
Casino.Guru
