Casino Dome - Player’s deposit has never been credited to his casino account.

Tallensin 50 euroa mutta pelitilini olikin suljettu tai luki että olen itse laittanut eston vaikka en ollut kyseistä kasinoa käyttänyt ennen. Rahat kuitenkin lähtivät pankkitililtäni. Olen laittanut kyseisen kasinoon monta viestiä saamatta kuitenkaan minkäänlaista vastausta.

Dear Vesa,

Thank you very much for submitting your complaint. I hope I understood correctly that you have deposited funds into your account, but they were never credited to your casino account.

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?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Moi.

Sitä en tiedä onko raha mennyt kasinoon, koska en pääse sinne sisälle. Kasinosta ei vastata mihinkään viestiin mitä, olen sinne lähettänyt. Ja soittaakin ole yrittänyt saamatta ketään kiinni. Onko tämä kasino, kokonaan huijaus?Vai mistä mahtaa olla kysymys?

Could you please advise if you have contacted your payment provider already? Which payment method you have opted for?

Trustly kautta tein talletuksen. En ole viellä ottanut yhteyttä muuta kun kyseiseen kasinoon ja tänne. En ymmärtä sitä miksi kasino ei vastaa viesteihin eikä puheluihin.

Please understand that without a proper investigation, including your payment provider or bank, you will never know where the funds ended up. As I mentioned before, 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 a receiver. 

En voi tietää onko kasino vastaanottanut rahani koska kasino ei vastaa viesteihini eikä puheluihini.

Regardless, please try to contact your payment provider and request a tracking or a reference number for the transaction.

On minulla kuitti missä on viitenumero ja olen sen teille lähettänyt.

I've seen it. Could you please advise what your bank found out? Were the funds received by the casino or not?

Tästä teidän palvelusta ei ole minkäänlaista hyötyä. Annan asia olla. 50 euroa meni, mutta elämä jatkuu.

Only you can contact your bank to find out where the payment ended up. If the bank confirms that it has been sent to the provider/casino then we can contact them and help to investigate. Until then we depend on you.

Dear Vesa,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Trustly vastasi että raha on siirtynyt casinoon eikä he voi tehdä asialle sen jälkeen enään mitään.

Thank you very much, Vesa, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask Casino Dome to join us and help us resolve the player's issue.

Niin haluaisin minäkin.

Hi Vesa,

Thank you for contacting us, and we are sorry to hear that you have experienced these issues with our casino. Please note that we have been in contact with the relevant department, and can confirm that the refund of your funds has been issues today. Please allow up to 24 hours for the funds to be processed by Trustly.

Apologies for any inconvenience caused, and should you have any questions, please do not hesitate to contact us, we would be more than happy to assist!

Kind Regards,

Casino Dome Team

Dear Vesa,

Could you please confirm the casino's statement? Did you receive your refund?

Sain hyvityksen kiitos.

Dear Vesa,

Thank you for letting us know that your issue have been resolved, we gladly hear it. Please do not hesitate to contact us if you will come across any other trouble in the future. The complaint will now be closed as resolved.

Best regards,

Nick

Casino.guru