The player from Germany faced issues after making a deposit that had not been credited after nearly 10 hours. She could not access support, as the support button was non-functional and emails to the casino's support address were bouncing back. Despite her attempts to resolve the issue, including contacting her payment provider and the casino, she expressed frustration over the lack of response and decided to close the case. The complaint was ultimately rejected due to the player's lack of response to the Complaints Team's requests for documentation needed for further investigation.
Golden Billy Casino - Player's deposit is delayed and support is unavailable.
Closed
Our verdict
Player stopped responding
Amount: €30
Golden Billy Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
1 year ago
Translation
Hello,
I registered at this casino a long time ago, but today was the first time I made a deposit. The money still hasn't been credited after almost 10 hours. The support button doesn’t work, so I have already sent three emails. Apparently, this email address doesn’t exist because all the emails bounced back. I can rarely read anything on Casino Guru because I am from Germany. If I had read everything beforehand, I would have never deposited there.
Automatic translation:
Public
Public
1 year ago
Dear Gretche70,
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
Public
Public
1 year ago
TranslationHello
I will try to contact the payment provider. The money has not been credited yet and probably won't be after reading everything here.
Automatic translation:
Public
Public
1 year ago
Translationfino, as a payment initiation service provider, is not technically involved in the execution of a transaction/transfer. We are solely responsible for transmitting the transfer order to your bank. The actual processing is therefore carried out by your bank, which is why we would like to ask you to contact them.
That was the statement from the payment provider, and my bank confirmed that the payment was successful. I would have been surprised too, in other casinos I pay with the same method and the money was always credited. For me it is clear, THIS CASINO STEALED ME
Automatic translation:
Public
Public
1 year ago
Thank you for your replies.
Please send me the following documents for our investigation:
- bank statement from the date you made the lost deposit up until today
- communication with your payment provider as well as the casino regarding your lost deposits
My email address is veronika.l@casino.guru. Thank you for your cooperation and patience.
Public
Public
1 year ago
TranslationHello
Of course I could send you the documents now, but what would that do me? You can see that the casino doesn't react to anything. You can see that from the discussions and the complaints that remain unresolved. All of this isn't worth it to me for 30 euros, it costs time and nerves. All other complaints will also remain unresolved. It is clear to me that this casino cheats the players, regardless of whether it is about deposits or withdrawals. I thank you anyway for being willing to help me, even though it would have been unsuccessful. I think you know that too. You are welcome to close the case.
Automatic translation:
Public
Public
1 year ago
If you sent me the necessary documents, I would have enough evidence to escalate your complaint to one of our specialists, who will attempt to contact the casino on your behalf.
It is worth noting that this casino has a relatively low safety index, and we have been unsuccessful in contacting their representative for two previous complaints. However, there is always a possibility that the casino may choose to cooperate with us to resolve your issue.
If they do not respond, your complaint will be marked as unresolved, and the casino will receive black points, which will negatively affect their rating. While I understand this may not directly resolve your issue, it can help other players make informed decisions about which casinos are trustworthy to play at.
Thank you for your understanding, and I look forward to your reply.
