Casoo Casino - Player’s deposit has never been credited to his casino account.

Guten Tag

Da ich mittlerweilr seit einer Woche meine Einzahlung vermisse und mir der Support nach täglichen Anfragen entweder nicht helfem kann oder möchte, werde ich hier den Weg einer Beschwerde einschlagen. Am 1.8 habe ich eine Einzahlung getätigt via PSC. Das Geöd war auf meinem Konto aber in Sekundenbruchteilen wurde meine Balance auf 0 gesetzt. Der Support vertröstet mich seit letzten Samstag auf: Technical department is looking into it.

Leider gibt es keine direkte Kontaktmöglichkeit zum Tech Support. Die Zahlung wurde mittlerweile aus meiner Transaktionsgeschichte gelöscht.

Dear Ursin,

Thank you very much for submitting your complaint and for forwarding relevant screenshots. 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, casino has its hands tied.

Could you please advise if you have contacted your payment provider already? If there’s any relevant communication, please forward it together with the 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

Die Zahlung wurde gutgeschrieben aber mein guthaben wurde innert sekunden auf 0 gesetzt.

Could you please advise if you have contacted your payment provider already and forward your payment receipt? Thank you very much.

Good afternoon!

Unfortunately, there were problems on the payment system side. We sent them a request several times, but unfortunately, the solution was delayed.

Our specialists every day learned about the status of the problem, but we rarely received a response from the staff of the payment system.

For our part, we have done everything possible to prevent the recurrence of this problem, but we can not control the payment system.

For a very long time the status of the deposit was "pending", although the money was written off the client's account, but we never received it on our account. As soon as we were confirmed that the funds were credited, the system automatically credited the deposit to the client's account. We contacted the client immediately, but after a while he preferred to block the account.

We are very sorry that the situation did not go well, but unfortunately, we could not do anything about it.

Regards

Andrei

Thank you very much, Andrei, for the clarification.

Ursin, could you please confirm that you have requested your account to be blocked?

Dear Ursin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.