The player from Germany has deposited money into his account but the funds seem to be lost. Player’s complaint has been resolved successfully.
Casino Heroes - Player’s deposit has never been credited to his casino account.
Amount: €50
Casino Heroes
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.1
Casino Heroes has a Safety Index of 6.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I made a deposit of 50 euros on December 21, 2020 via trustly, the money was debited on the same day (value date). To date, the amount of 50 euros has not been credited to my gaming account or transferred back to me. The support constantly replies that it has been forwarded to the responsible office and that I have to wait. There is someone else who has been waiting for his deposit to be credited since December 16, 2020. The suspicion is obvious that it is fraud and misappropriation of foreign money. This casino shouldn't be recommended.
I hope I will get help here and finally get my money.
Mfg Özkan
Automatic translation:
Public
Public
3 years ago
Dear Özkan,
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
Public
Public
3 years ago
Translation
Additional comments from the player:
"Dear Mr. Petronela,
the casino closed on December 31. The money is credited to the gaming account after I have submitted a complaint to you.
So this case can be closed, but it took 10 days before I could play.
Kind regards
Özkan *** "
Automatic translation:
Public
Public
3 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Özkan, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Wish you all the best for the new year 2021 😊
Best regards,
Petronela
Casino.Guru
