The player from Germany had deposited 45€ which was not credited to his casino account. His attempts to communicate with the casino had been either ignored or rudely dismissed and his access to support features had been blocked. He had sought assistance from the Complaints Team who had advised him to contact his payment provider for an investigation. The Complaints Team had left the complaint open for a month, however, the player failed to respond within the given time frame. As a result, we were unable to investigate further and had to reject the complaint.
Casino Universe - Player’s deposit not credited to account.
Amount: €45
Casino Universe
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
Public
10 months ago
Translation
Hello everyone,
I made a deposit of 45€ at 18:26 on 12/15, wanting to have a bit of fun. But the money, for DAYS now, has not appeared in my casino account, though it was deducted from my bank account.
I made the payment via 'Instant'. When I asked about it, I was told it could take 1-6 days. Absolute nonsense, it was meant to be Instant.
Whenever I try to inquire, the chats get abruptly closed. My questions are ignored, the responses are rude and the chat area is blocked for me, preventing me from contacting anyone. The email address provided on the website isn't functional either.
I demand my money back. I wanted to close my account, but then again, the chat ended deliberately. The employee's name is Harri.
I hereby seek assistance in getting my money back and closing my account. That casino should be blacklisted.
Automatic translation:
Public
Public
10 months ago
Dear Serje,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
