The player's deposit was not credited for an unknown reason. The casino has not responded to the complaint, and it was closed as "unresolved".
Hello dear Guru Team, I deposited €20 in this casino via Astropay. Got the transaction ID but I have no funds on the casino site. There is no live chat, no reply to emails. I am very disappointed
Dear Heiko004,
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 which takes approximately one month. In these cases, 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.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
Hallo ich habe die zahlungsbestätigung von Astropay erhalten. Das Geld ging an newera.
Hello Heiko,
Hope you are well!
As informed, the deposit has been completed successfully to NewEra EU.
In this case, we kindly ask you to please share with them the attached proof of the deposit and they will be able to locate and credit your balance.
In case you have other pending payment, please send us all the payment receipts so we can verify.
And there is no live chat available, you only get offline messages
Dear Heiko004,
Did you forward the payment confirmation by e-mail? Did you receive any respond from the casino since your last post here? If still not, we will try to intervene.
Hello the last message from the casino was that they supposedly want to contact Astropay. I asked Astropay yesterday, nobody from the casino contacted them. The casino does not answer emails or live chat messages in a rather dubious manner
And yes I sent everything via email confirmation of payment but nothing
Thank you Heiko004 for all the information provided so far. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Dear Heiko004,
I am so sorry to hear your deposit hasn't reached your casino account. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Da Vinci's Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Da Vinci's Casino,
Can you please state why the player's deposit has not yet been credited? Did you manage to contact Astropay regarding the lost deposit?
Thank you in advance for providing the information.
Kind regards,
Stefan
Thanks for the help, no money has been credited to date, although according to astropay the money was sent to newera. Emails are not answered
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Heiko004,
I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. The casino can request to reopen the complaint anytime.
In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
In case you need any help, please contact me at stefan.m@casino.guru.
Best regards,
Stefan