The player from Austria encountered issues with depositing funds at Spirit Casino, as two attempts of €200 each had failed while both amounts were deducted from his account. Despite reaching out to support, he received vague responses about the status of the transactions without any progress. Eventually, the player confirmed that the money was refunded to his bank account. The complaint was marked as 'resolved' following the successful resolution of the issue.
Spirit Casino - Player’s deposit has failed.
Resolved
Our verdict
Case closed
Amount: €400
Spirit Casino
Safety Index 8.4 HighCase summary
Discussion
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10 months ago
Translation
Ladies and Gentlemen
I had an identical problem last year, back then with BetiBet and now with Spirit Casino - so I'm copying my text from back then.
I deposited €200 at the online casino 'Spirit Casino'. This was my first deposit at this casino. The deposit failed. I then tried again with €200. Unfortunately, this deposit also failed. The problem is that both deposits were deducted from my account.
Both in live chat and from support, I'm only given fobs with statements like "The transactions are still being processed on the payment provider's website.
We will keep you updated via email."
I've sent all the screenshots to support, but I'm afraid nothing further will happen.
Can you give me some advice on how I should/can proceed here?
Best regards
Automatic translation:
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10 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Can you please specify the dates when you made the deposits?
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,
Natalia
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10 months ago
TranslationDear Natalia,
This is the same deposit method as previous deposits on this site, which worked without any problems.
In my last complaint to the other casino mentioned above, the casino itself was able to resolve the issue they encountered.
Do you have any contact information for this casino? Unfortunately, the chatbot keeps repeating itself and isn't helpful.
Best regards
Automatic translation:
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10 months ago
Dear player, can you please specify the dates when you made the deposits that were not credited to your account?
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10 months ago
Dear player, do you have any updates? As mentioned before, we usually wait one month before intervening in such cases. I understand how frustrating this may be for you, but the payment provider needs to conduct their own investigation. If the funds didn't reach your casino account, they should be returned to your bank account. That said, I will keep your complaint open for 3 more weeks to make it a full month since your deposits, and I will await updates from you. If nothing happens within 3 weeks, we will intervene immediately.
Thank you very much for your understanding.
Best regards,
Natalia
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10 months ago
TranslationDear all,
The money was refunded to my bank account today.
Thanks so much
Automatic translation:
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10 months ago
Dear player,
I'm glad to hear that your funds were ultimately refunded to you. I'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Natalia
Casino.Guru
