The player from Germany faced issues with a deposit to the casino, where money was withdrawn from his account but was not deposited into the casino account. Despite sending proof of payment multiple times, it was rejected, and he did not receive a refund. The Complaints Team advised the player to contact his payment provider to investigate the matter, as the casino was unable to act without confirmation. Due to the player's lack of response to follow-up inquiries, the complaint was closed without resolution. The player was informed that he could reopen the complaint if he chose to continue communication.
Goldspin Casino - Player's deposit has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €300
Goldspin Casino
Safety Index:HighCase summary
Discussion
Public
Public
3 months ago
Translation
Hello, last year money was withdrawn from my account but not deposited into it! I sent proof of payment several times, but it was always rejected! I haven't gotten the money back.
Automatic translation:
Public
Public
3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
3 months ago
Dear jungeritaliener88,
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 one month approximately. 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,
Attila G.
Public
Public
2 months ago
Dear jungeritaliener88,
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.
Public
Public
2 months ago
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,
Attila
Casino.Guru
