The player has deposited money into her account, but the funds seem to be lost. The issue was successfully resolved.
Casino Heroes - Player’s deposit has never been credited into her account.
Amount: €150
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
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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
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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
