The player from Austria made two deposits of 150 Euros each, which were marked as pending despite the funds having been debited from his bank account. He experienced difficulty communicating with the casino regarding the payment provider and was advised to wait another 7 business days for an automatic refund that his bank stated would not occur. The issue was resolved when the funds arrived in the casino account.
Crocoslots Casino - Player's deposits are delayed.
Amount: €300
Crocoslots Casino
Safety Index:Above averageSafety Index
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6.9
Crocoslots Casino has a Safety Index of 6.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
On 26.08.2024, I made two deposits of 150 Euros each at the casino. The deposits were made through direct transfer from my bank account. The bank statement shows "Libergos Ltd" as the recipient. However, since yesterday, the transfers have been marked as pending. The money has already been debited from my bank account.
I contacted Crocoslots because I wanted to know which payment provider was used. In the chat, they keep giving me the runaround and telling me that even their finance department cannot see this information.
They have advised me to wait another 7 business days to see if the money is automatically refunded to my bank account. My bank says the money won't be returned because I authorized the transfer. I can attempt to retrieve the funds for a fee, but it likely won't work because it was an international transfer.
The casino chat support just wants to get rid of me quickly. Please help!!!
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2 months ago
Dear HOZZ1210,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
- Have you made any successful deposits via this payment method before?
- Did your bank confirm that the deposits were processed successfully?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Kristina
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2 months ago
Translation
Hello, yes I used the same method several times on the same day and it worked. The bank said I should contact the casino. It went away on their part. Unfortunately the casino doesn't tell me which payment provider it is using. It says bzd webdirekt contiant. They just put me off and always want to get rid of me quickly in the chat.
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2 months ago
Translation
The money arrived in the casino account today
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2 months ago
Dear HOZZ1210,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We 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,
Kristina
Casino.Guru
