The player from Gemrnay deposited in the casino, but her deposits seem to be lost. We closed the complaint because the player stopped responding.
DrueckGlueck Casino DE - Player’s deposits seem to be lost.
Amount: €160
DrueckGlueck Casino DE
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Yesterday I made 2 deposits via Giropay, which always worked.
Yesterday I was deducted 2x 80 euros but not credited to my account. Since then there has been no reaction from the casino, the money is gone from my bank.
I want the casino to credit my money 160 euros immediately.
Screenshot of the payment are made
Automatic translation:
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1 year ago
Dear kleinemandy2,
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 a month.. In these cases, the casino usually has its hands tied.
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
Translation
Of course I did that, but there was no problem from their side. Is it up to the recipient?
Yesterday
- giropay
- 1 message
- No attachment
- Jan 10
- Re: [Ticket#2023011010002951] Researching the TRX SLCP5KY3G2 / SLCP5SYTY2
- Hello, thank you for your email. We regret that your request could not be resolved by the provider. We have forwarded the process to the provider via our sales partner and asked for clarification. Due to the payment guarantee associated with giropay, a giropay transfer cannot be revoked. The successful giropay transfer is documented in the current account statement. The account statement is considered a legally binding document .
Re: [Ticket#2023011010002951] Research
Thank you very much for your email.
We regret that your request could not be resolved by the provider.
We have forwarded the process to the provider via our sales partner and asked for clarification.
Due to the payment guarantee associated with giropay, a giropay transfer cannot be revoked.
The successful giropay transfer is documented in the current account statement. The account statement is considered a legally binding document, which can be used to prove the successful transfer to the provider without any doubt.
We recommend that you contact the provider again as your contractual partner and insist on the delivery of the goods/services ordered. If you cannot come to an agreement with the provider, you have the right to take legal action due to non-performance of the purchase contract.
We would like to apologize for the inconvenience caused to you. Best regards
Your giropay service team
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Thank you for your comment and insight into the issue kleinemandy2.
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 will set the timer for additional 26 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.
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