The player from Germany has deposited money into casino account but the funds seem to be lost. Player’s complaint has been resolved successfully.
Casinorex - Player’s deposit has never been credited to her casino account.
Amount: €50
Casinorex
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
Hi
I deposited 50€ via Giropay on Friday, since then the money has been listed as "pending", but it has been debited from my bank account. I contacted customer service and they said I had to wait for them to check it out. I've been waiting for my money for 2 days and I sent them proof that the money was debited from my account.
Automatic translation:
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1 year ago
Dear 742fpcqs7v,
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 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 credited to your casino account.
Could you 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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1 year ago
Hello 742fpcqs7v,
Have there been any developments since our last conversation, please?
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1 year ago
Dear 742fpcqs7v,
Have you received your deposited funds? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.
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1 year ago
The player confirmed on our Forum that the deposit has been successfully credited.
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, 742fpcqs7v, 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
