The player from Germany has deposited money into casino account but the funds seem to be lost. Player’s complaint has been resolved successfully.
Hello 🙋♂️
I've read a number of times now from people that this casino seems to be withholding deposits.
Deposit method was Sofort via Payop - direct banking
usually it takes 3 sec - 15 min for casinos to credit money with it.
I've been waiting for over 24 hours and only get strange answers from Live Support:
Did screenshots.
I cannot understand your rating of 8.1 given the number of complaints and would like to ask for clarification.
Dear CasinoDino,
Thank you very much for submitting your complaint and forwarding the payment receipt. 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, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
Could you please advise if it was your first deposit in this casino? Have you contacted your bank already? They need to be part of the investigation too as only the sender can track the transaction, not the beneficiary.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Yes it is the first deposit. It's definitely not due to Payop or my bank. If you look at the complaints ratio to non-received deposits, it is extremely noticeable that this casino of all places did not receive any payments and all the others are fine.
I used the same deposit method at another casino as a test.
There I had my money in the balance 1 minute later. So it's neither my fault nor Payop's.
Please close the process Money almost arrived after 2 days.
defeated the first deposit bonus and even have a withdrawal request running.
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, CasinoDino, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru