The player from Germany had made two deposits of €10 each to Drückglück casino via Paypal on April 29th, but the amount had not been credited to her account despite being debited from her checking account. This had been a recurring issue with casinos in the same group, including LuckyLouis Casino. She had been advised by the Complaints Team to contact her payment provider, but she had insisted that the issue was on the casino's side. After 18 days, her deposits were finally credited to her account. The Complaints Team had marked the complaint as resolved following the successful crediting of the player's deposits.
DrueckGlueck Casino DE - Player's deposits not credited.
Amount: €20
DrueckGlueck Casino DE
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
Hello,
I made two deposits of 10 euros each (10.35 euros including a fee) via Paypal on April 29th. Both deposits have not yet been credited to my account at Drückglück.
No matter how many times I upload proofs showing that both deposits have been debited from my checking account.
On April 21st, I also deposited 10 euros. That was also missing initially and was only credited on April 29th.
This casino is part of Skill on net, the same creators of LuckyLouis Casino.....For which I had previously opened a case here and after weeks, finally received my money.
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5 months ago
Dear LeFati,
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 the payment provider 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,
Kristina
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5 months ago
Translation
Hello,
I also made a deposit of 10 euros on April 21st. This too was only requested after I insisted... It was then posted to my account 8 days later! And no, it was not and is not the fault of the payment provider. Everything is duly deducted from my current account!
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5 months ago
Thank you for your reply, LeFati. Have you contacted the payment provider as I suggested? Please forward all the relevant communication between you and the payment provider to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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5 months ago
Translation
Hello again,
I sent you an email in which I told you that Paypal had nothing to do with it. They duly debited the money from my account on May 2nd.
There is no refund on my checking account either!
This is how it works every time I deposit money at Skill on Net casinos. The money is held for weeks and when I contact other companies like you, my money suddenly reappears. Neither Paypal nor my bank were to blame in a single case. Up until now, it was always the casino!!!
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5 months ago
Translation
Hello,
You can close the case. My money appeared in my Drück Glück account today after 18 days.
It's really shocking that this happens every time with this casino chain.
I therefore advise no one to deposit money there!
Thank you for your effort
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5 months ago
Dear LeFati,
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 for your cooperation, and please do not 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,
Kristina
Casino.Guru
