The player from Germany faced an issue where 50 euros were debited from his bank account but not credited to his casino account. After submitting proof of payment and communicating with the casino, the player marked the complaint as resolved. The situation was addressed through ongoing communication with the Complaints Team, which led to a satisfactory resolution for the player. The Complaints Team confirmed the resolution and offered assistance for any future issues.
Betandplay Casino - Player's deposit is missing.
Resolved
Our verdict
Case closed
Amount: €50
Betandplay Casino
Safety Index:Very highCase summary
Discussion
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3 months ago
Translation
50 euros were debited from my bank account but not credited to my account
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3 months ago
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Dear Franzel1954,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.
I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.
Thank you for your understanding.
Best regards,
Katarina
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3 months ago
Translation
Hello, after I provided proof of payment to the casino, unfortunately, I haven't received a refund. It's a shame that Betandplay Casino's fraud is already clearly evident with such small amounts. I will definitely warn against this dubious casino in all review forums I know.
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3 months ago
Translation
Hello, here you can see that the payment was made by me. Shortly before this payment, I had already paid €50, which was immediately credited to my account. I'm not sure why the second payment hasn't been credited. I suspect fraudulent intent.
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3 months ago
Dear Franzel1954,
thank you for your message.
Have you contacted your payment provider to request that they trace the payment using the transaction number? Could you please provide a written statement from the payment provider?
Looking forward to your reply,
Katarina
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3 months ago
Translation
The payment provider (your payment provider, not mine) has not responded even though I have provided proof of payment
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3 months ago
Dear Franzel1954,
thank you for your message.
What payment provider have you used to make these deposits, please?
Looking forward to your reply,
Katarina
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Franzel1954,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Katarina
