The player from Germany has deposited money into casino account but the funds seem to be lost. Player’s complaint has been resolved successfully.
Casinoly - Player’s deposit has never been credited to his casino account.
Amount: €500
Casinoly
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I transferred EUR 500.00 to Estolio Limited with giropay on November 7th, 2022. My comdirectt account was debited on November 7th, 2022. Estolio Limited will act as the receiver of Casinoly Casino
specified. The reference number given was also included in the transfer. To date, no credit has been issued. I have emailed multiple times requesting credit and had 4 live chats. All without success. I only received the answer: We'll take care of it, you will receive a notification by e-mail. Even after 20 days the money is gone. How is something like this possible?
Automatic translation:
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1 year ago
Dear georg3549,
Thank you very much for submitting your complaint and forwarding your 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 depositing 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 located and refunded back to you or credited to your casino account.
Could you please advise if you contacted your bank already? If there’s any relevant communication, please forward it 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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1 year ago
Dear georg3549,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
Player's additional comments:
"Hi,
I got my money back with a cost of EUR 14.90.
After the casino kept putting me off, I asked my house bank for help.
They submitted a remittance request to the recipient Estolio Limited and were successful.
The amount was transferred to my account on December 2nd, 2022.
The case is closed for me and I will also follow your instructions: no more transfers,
don't play games there anymore.
Kind regards
George M******"
Automatic translation:
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, georg3549, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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