The player from Germany had deposited a total of €80, which was not recorded by the casino. Despite the player's attempts to resolve the issue, the casino had failed to provide a satisfactory response and did not refund the amount. The player had also reported additional deposits of €25 each that were not processed by the casino. We had recommended that the player contact their payment provider for further investigation. As the casino did not respond within the given time frame, we marked the complaint as 'unresolved' and advised the player to contact the Antillephone Gaming Authority for further assistance. Later, the casino confirmed that the €80 had been credited to the player's account and requested confirmation of receipt. However, due to a lack of response from the player, the complaint was closed.
Betandplay Casino - Player’s deposit has not been recognized by the casino.
Player stopped responding
Amount: €80
Betandplay Casino
Safety Index:Very highCase summary
Hello, I deposited €30 but the casino didn't record it and the casino doesn't respond, they just give excuses
Greetings
Dear svenrueger3,
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
Translation
I just don't have time to chase after my money every day (the casino has now declared it as (failed)
TranslationCasino tells me I should wait 3-5 days, I don't check why I should wait here, they should just pay my money back, I don't feel like dealing with such a dubious casino for days and weeks, I will definitely never play there again . I also have no idea who the payment service provider is supposed to be, since the payment was already rejected by the casino and was still debited from my bank account, what they are doing is just criminal.
After being rejected by the casino, the payment should be returned to your bank account within 3-5 business days, which is the standard processing time for refunds. Meanwhile, please forward any relevant communication between you and the casino regarding your failed deposit to veronika.l@casino.guru. Alternatively, you may post the screenshots here.
TranslationNow an additional 2x €25 deposits are stuck, so it's starting to get really ridiculous.
TranslationI sent you an email, please check it out. Thanks.
TranslationSubmitting my account statements early doesn't help either, they always say I should submit them next week, but next week I don't have time to constantly chase after my money, the casino is the biggest scam casino I know.
Thank you very much, svenrueger3, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello there,
Thank you svenrueger3 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Betandplay Casino for their help in resolving this complaint. We would like to know what happened to the deposits and what can we do to help resolve this issue.
Thank you!
TranslationStill have no response from the casino, no deposit has been credited back to my bank account.
TranslationStill nothing happens, why doesn't anyone contact me anymore? So now I was cheated out of €80
Hello Sven,
I am sorry to hear you are having trouble with your deposits.
We are looking into what happened with your account and will get back to you as soon as we can.
Best Regards,
Betandplay Casino
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Betandplay Casino, I have given you more time due to the holiday season but I would like to ask if we could have an update to the case.
Thank you in advance!
Dear svenrueger3, the casino has requested some extra time due to the holiday season but as we still have not received an update I am forced to close this complaint as "unresolved" and recommend you try and contact their Gaming Authority. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
We’ve reopened this complaint at the request of Betandplay Casino. We received the following message:
Hello Dear Player and Casino Guru Team,
We would like to come back to this complaint to give a resolution. The missing 80 EUR has actually been booked to the player's account and he has withdrawn it to his IBAN ending 7419. Please find attached the evidence.
Thank you for checking!
Dear svenrueger3, can you confirm you have received your missing deposit? Thank you in advance!
Dear svenrueger3,
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.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Peter
Casino.Guru
