The player from Germany had deposited money from her N26 account to her casino account, but the funds were not credited. Despite her communication with the casino, the issue remained unresolved. She had then provided the Complaints Team with a receipt of her transaction. The team had advised her that the process of locating and refunding her funds could take around a month. However, the issue was resolved before the given timeline as the money had been credited to her casino account. The complaint was subsequently closed as 'resolved'.
Casinoin - Player's deposit not credited.
Amount: €25
Casinoin
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
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7 months ago
Translation
I transferred money from my n26 account on 09/07. The money was debited but not credited to my casino account. I feel completely ripped off. I sent the casino an email about the debit, but they did not accept it. What is going on, are they pocketing the money?
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7 months ago
Dear bigbig,
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 that 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? Please forward your 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
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7 months ago
Translation
I sent you the receipt by email. My bank has confirmed that the money has been transferred.
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7 months ago
Translation
I made deposits and withdrawals there several times about a year ago.
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7 months ago
I completely empathize with your frustration, bigbig. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 25 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.
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7 months ago
Translation
Thank you, the money was credited today.
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7 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, bigbig, for your cooperation and 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
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