The player from Austria had deposited €400 on 20.04.2024 but the money was never credited to his gaming account, it was only deducted from his bank account. After his complaint, we had advised him to contact his payment provider to investigate the issue. Meanwhile, the casino had confirmed that the deposit was successfully registered on the player's account on 23.04.2024. The player then confirmed the receipt of the funds, which resolved the issue. Consequently, we had closed the complaint as 'resolved'.
Dexterbet Casino - Player faces deposit issues.
Amount: €400
Dexterbet Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Hello, I made a deposit of €400 on 20.04.2024, however the money was never credited to my gaming account, and was only deducted from my bank account! I want my €400 back that I deposited and never received!!!
Automatic translation:
Public
Public
6 months ago
Dear Svxngo,
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.
- Could you please advise if it was your first deposit in this casino?
- Have you contacted your payment provider/bank already? Ideally, they should be part of the investigation.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Public
Public
6 months ago
Translation
Yes that was my first deposit.
No I haven't, the money has already been debited from my bank account but I haven't received anything from the casino
Automatic translation:
Public
Public
6 months ago
Dear player,
According to our records, your deposit was successfully registered in your account on Apr. 23 (400.00 / 14:07)
Best Regards,
Dexterbet
Public
Public
6 months ago
Translation
That's right Dexterbet, the money arrived and the case is solved, I just forgot to report here
lg
Automatic translation:
Public
Public
6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Svxngo, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
