The player from Germany deposited in the casino, but the amount wasn't credited to his casino balance. The player confirmed the deposit was received and the issue was resolved.
CosmicSlot Casino - Player's deposit seems lost
Amount: €60
CosmicSlot Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Today I made various deposits via bank transfer to cosmicslot (altaprime ltd).
With one of these payments, there was an error message after entering the tan.
However, the €60 was deducted from my account.
The support has screenshots of the bank transfer with all relevant data.
The only answer I got from support was:
"Your deposit of 60 euros has not been successfully credited to your account.
Please check your refund or contact your bank."
In the casino, the deposit still shows as "pending".
But as you can read the support says that the money was not transferred successfully.
In any case, I still don't have the money and I would like to have it back.
Automatic translation:
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1 year ago
Dear Markizz ,
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 might take up to one month approximately. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account or returned to your bank account.
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,
Tomas
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1 year ago
Hello CasinoGuru team and Markizz!
Can you please clarify which payment method you were using and the date of payment?
Will do our best to help you!
Best regards
CosmicSlot Team
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1 year ago
Good day, Markizz and Casino Guru Team!
As we can see from our logs this transaction was successful and was wagered.
You can check this in your personal account. The transaction ID is 9675466.
Best regards,
CosmicSlot Team
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1 year ago
Thanks for the update to both parties.
Dear Markizz,
Could you please confirm the deposit in the casino was successful? May we consider the issue resolved?
Please let me know. Much appreciated!
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1 year ago
Dear Markizz,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you and CosmicSlot Casino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
