HomeComplaintsCasino Heroes - Player’s deposit has never been credited into her account.

Casino Heroes - Player’s deposit has never been credited into her account.

Amount: €150

Casino Heroes
Safety Index:Below average
Submitted: 07 Jan 2021 | Resolved : 18 Jan 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 years ago

The player has deposited money into her account, but the funds seem to be lost. The issue was successfully resolved.

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3 years ago
Translation

Hello, on the 30th I deposited 150 € via Trustly (Sepa). For technical reasons it could not be credited in the casino and should be credited back to my bank account. Unfortunately nothing came up until today. One is put off in the chat. It was allegedly passed on .. And I have to be patient until it's my turn.

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3 years ago

Dear Janine,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you tried contacting your payment provider? If your deposit has never been credited to your casino account, the best thing I would recommend is contacting your payment provider, as this is a standard procedure. The payment provider needs to investigate what happened to your funds, but bear in mind, that it’s a complicated process that takes one month approximately.

Please let me know if there is anything else I could do for you in the meantime.

Best regards,

Kristina

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3 years ago
Translation

Hello Kristina, I've already contacted Trustly. According to their statement, I should contact the casino. Lg

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3 years ago
Translation

I'm always put off by the casino. Supposedly I should get an email from the responsible department this weekend. I'm curious

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3 years ago

Thank you very much Janine0902 for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

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3 years ago

Hi Janine,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino Heroes to the conversation to participate in the resolution of this complaint.

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3 years ago
Translation

Hello Peter, thank you very much for the support. I was told by chat on 08.01. assured that I will receive an email from the responsible department last weekend (09-10.01.21), but this did not happen

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3 years ago
Translation

I also told Casino Heroes that the money should be returned to my bank account, please. I don't want to play there after this nuisance.

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3 years ago

We would like to ask Casino Heroes to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

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3 years ago
Translation

Good morning Peter. Thanks for the support. I finally got the money back. It took long enough

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3 years ago

Hi Janine,

That is good news. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter

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