The player from Switzerland had attempted to resolve an issue with a mistaken second account at the casino after depositing 20 euros. Despite contacting the casino multiple times, he received no response, and the deposit remained unusable due to the breach of terms. He requested a refund of the deposit or a transfer to his original account. The Complaints Team intervened and facilitated communication with the casino, which ultimately agreed to transfer the funds and issue a bonus to the player's active account. The player confirmed receipt of the funds and bonus, and the complaint was marked as resolved.
Casino Bello - Player is facing issues with a blocked deposit.
Amount: €20
Casino Bello
Safety Index:Above averageSafety Index
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7.4
Casino Bello has a Safety Index of 7.4, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
Dear CasinoGuru Team,
I apologize for opening a case over this minor issue, but the casino is not responding to my attempts to contact them. I've tried twice via the contact form in the past 7 days and once by email.
Unfortunately, I accidentally opened a second account at this casino. My old account was inactive for a long time, and the email address associated with it was also inactive. I apologize for the mistake, which thankfully has never happened to me before. I had only registered with 5 casinos using the old email address.
I noticed the error after depositing 20 euros and immediately contacted the casino via the contact form. I did not place any bets.
I followed up a few days later by email, which also went unanswered. Another request through the form was ignored as well.
I completed KYC on the old account, but not on the mistakenly created one.
Unfortunately, it seems the casino is hoping that no one will go through the effort over 20 euros.
I cannot use the deposit due to the unintentional breach of terms and conditions. Therefore, it should be standard procedure to refund the deposit and close the mistakenly created second account. Alternatively, which I would have also accepted, is to credit the deposit to the already existing account.
The only reaction from the casino was to deactivate the second account.
I kindly ask you through this medium to prompt the casino representative to address my request. Thank you very much.
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3 months ago
Dear hugbearli,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you contacted the casino through live chat?
When did you create this new account?
Did you only make a deposit without activating any bonuses or engaging in further activity?
Could you please share your communication with the casino? You can send emails or chat transcripts to my email at dominika.l@casino.guru or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 months ago
Translation
Hello Dominika,
The live chat referred me to the email and the contact form.
I registered with the second account by mistake on October 15th, then there were weekly promotions and I waited to see what kind of offers there were.
I wanted to use one of these offers (see above, 07.12 deposit) and when the bonus was not credited to me, I tried logging in with the old email address as a test and then noticed that I had made deposits there a long time ago. To be honest, I don't understand why casino software doesn't indicate that you already have an account when you register and before you make a deposit. This check is only carried out after payment if the bonus is not credited. Some other casinos with the same softswiss software indicate this when you make a deposit.
I have attached the communication with the casino and my email request above. I can upload screenshots from the contact form, but all you see is "Your request has been sent" in German.
I find it a bit annoying that they read my emails and deactivate my account, but otherwise neither issue a refund nor give the customer a response. But I am sure that the casino will resolve the matter seriously by issuing a refund after receiving an invitation here.
I wish you happy holidays and a healthy 2025
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3 months ago
Dear hugbearli, do I understand correctly that you tried to activate the bonus with your deposit but it wasn't credited?
How did you activate the bonus?
Have you heard back from the casino?
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3 months ago
Translation
Hello,
Exactly, so again for a better understanding: For the first 3 weeks or so when I tried online gambling, I used Gmail address X to register at casinos, which I had previously used for newsletters for years. That was in 5 casinos. Then I deactivated this email because 90% of it was spam and decided to create a new gmail just for casinos.
I used this to register at casinobello a long time later (many months), always using my real name of course. I then received a special bonus via email and used the bonus code. When this bonus was not activated, I wanted to contact the chat but I had the idea of trying to log in with the deleted email first.
When this login worked, I noticed my mistake and since then I have been trying to get a refund or to have the deposit credited to the old account. As mentioned, it would be desirable if a casino did not wait until the deposit was made to check for duplicate accounts, but instead compared the data and date of birth when registering. But yes, it was my mistake and it only happened to me once and never again.
As mentioned, the casino does not respond to emails. I have seen that they do not even respond to negative feedback on TrustPilot, although 99% of Hollycorn casinos and most of Dama's unofficial sister casinos respond there, which is why there is something suboptimal about the management of this casino. But simply blocking it and keeping the money is definitely not okay 🙁
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3 months ago
Dear hugbearli, can you access both your casino accounts or are they blocked?
Have you received any response from the casino?
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3 months ago
Translation
Hello,
the erroneous new one with the 20 Euro credit is blocked, the other one is active.
Unfortunately still no help from the casino or refund 🙁 Live chat refers as mentioned to finance department by email 🙁
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3 months ago
Thank you very much, hugbearli, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 months ago
Hello hugbearli,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Casino Bello representative to join this conversation and participate in resolving this complaint.
Dear Casino Bello,
Could you comment on this?
Thank you in advance for providing the information.
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3 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 months ago
Dear Hugbearli,
As we have duplicated account policy in our T&C actions were made based on it.
As soon as the account was marketed as duplicated, team made decision to close it, as a rule we always keep the first account active and remove the ones that were created after.
please find full details in our T&C on the bottom of our website.
https://www.casinobello.com/terms-and-conditions
However, I want to apologize if we failed to explain details to you in direct communication and keep you waiting this long! Because our delayed response I can offer to transfer this balance on your active account and on top of that offer you bonus.
or you can request refund by providing a photo of your ID that reflects your photo, name, date of birth, and expiration date. The document must be uploaded to your account, "Verification" tab on your active account.
Should you have any questions or doubts, please do not hesitate to contact us via email or via live-chat.
Regards,
CasinoBello Team
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2 months ago
Dear Casino Bello,
Thank you for your response and the information provided.
Hello Hugbearli,
Could you let us know whether you want to transfer your funds to the original account or if you would like to receive a refund?
I'll be awaiting your reply.
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2 months ago
Translation
Hello,
You are welcome to transfer it to the active account including bonus, thank you & have a nice weekend.
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2 months ago
Dear Casino Bello,
Would it be possible to transfer the funds to the original account and add the bonus to the player?
I'll be awaiting your reply.
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2 months ago
Dear Hugbearli,
Funds are already transferred on your active account and bonus is also issued on the same account, please check email for details about bonus.
Dear Stefan,
Thank you for your involvement
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2 months ago
Dear Casino Bello,
Thank you very much for your cooperation.
Hello Hugbearli,
Could you confirm that you have received the funds and bonus to the original account?
I'll be awaiting your reply.
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2 months ago
Dear hugbearli,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
Translation
Sorry, I missed the notification email 🙁
I am happy to confirm receipt. Thank you very much
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2 months ago
Dear hugbearli,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Stefan, Casino.Guru
