DrueckGlueck Casino - Player's bonus was not credited.

So hadn’t played for a while on this casino, got an email for 150% deposit bonus up to 300 so put in 200 and another 75 to try again, nothing shows up in my balance and support is not really helpful at all and here you are stuck dealing with this when you just wanted to play, been a day now and nothing - sad these casinos treat us this way.

Dear moekhazaal3000,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you've encountered with the casino.

To better assist you, could you please provide more details regarding your deposit?

• Specifically, I would like to know if you received any confirmation or notification regarding the deposit bonus after making the transactions.
• Additionally, it would be helpful to understand if there were any error messages or if the deposit process appeared to be successful from your end.
• Are your deposited funds still untouched inside the casino account?
• Furthermore, could you share the communication you've had with the support team?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication or documentation, please feel free to forward it to petronela.k@casino.guru for our reference.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Yes i received confirmation immediately from paydirect that the money was deposited successfully, within seconds, via email.

now 2 days passed, all support does it not reply to me at all. not sure why i deserve to be treated this way, they reached out to me for a 150% deposit bonus, not me!!!!!

they now replied saying the deposit didn’t go through and was declined, i’d like to post the pictures of both my deposits being accepted immediately for 75 and 200 dollars, please make sure we change the rating here

Thanks!

Hi moekhazaal3000,

I'm sorry to hear that your two deposits didn't go through.

I would like to warn you, that if your deposits have 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.

• Please forward your payment receipts to petronela.k@casino.guru. 

Thank you in advance for your reply.

Hello M******,

Thank you for contacting us at PayDirect. 

Thank you for providing the needed information. We have contacted the gaming site. Please allow them some time to credit your account.

Please feel free to contact us at support@paydirectnow.com with any further questions.

i already have a week ago, no response or care from the merchant at all, you can miss money that isn’t the issue but treating us like crap is wrong! please consider dropping the rating here asap.

Regards,

Zheirleen

PayDirect Support

support@paydirectnow.com

Hi moekhazaal3000,

• Please forward your payment receipts to petronela.k@casino.guru. 

Thank you.

Okay just sent you the confirmation to your email…

Hi moekhazaal3000,

• Could you kindly provide screenshots of your payment receipts showing visible dates, deposit amounts, and transaction IDs instead of email confirmations from the payment provider?

Thank you.

Dear moekhazaal3000,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I already posted this to you, the first picture is literally from my bank account , just scroll up , I then sent you the transaction ID from the payment provider who was kind enough to send the transaction IDs and merchant IDs which I forwarded to DruckG casino again a few days ago, it’s 275 dollars, it’s not the end of the world but ffs you have more than enough information and contacts to see now this was paid and accepted,

Thank you very much, moekhazaal3000, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello moekhazaal3000,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a DrueckGlueck Casino representative to join this conversation and participate in resolving this complaint.

Dear DrueckGlueck Casino,

Could you comment on this?

Thank you in advance for providing the information.

Hello moekhazaal3000,

I got in touch with the casino representative and got this response:

"The deposit the player made on 23rd March 2024 was declined. We never received the deposit back in February and as we advised the player at the time the screenshot he provided was not valid proof of deposit. We need the Interac reference number for this.

The valid proof of deposit for e-transfers ( and the only one we can accept ) will be the 8-digit Interac Reference (sometimes called the Access/Acxsys Reference) Number. This will begin with CA and be followed by 6 case sensitive letters and numbers. If this was not emailed to the player at the time it can be provided by his bank's online support/technical department that handles Interac

He will also need to check his message center in his online banking because the response may not go to his email inbox, it can take up to 24-48  hours."

Could you provide us with the Interac Reference Number? You can paste it here and I will hide it from the public.

I'll be awaiting your reply.

Here are the transaction details:

• Transaction Amount: $75

• Transaction Date: 03/01/2024 22:28:23

• Merchant Transaction ID: 8317946

• Transaction Amount: $200

• Transaction Date: 03/01/2024 22:41:49

• Merchant Transaction ID: 8318206

why not confirm the details that were provided by the payment provider right here… why is that so hard?

i also have no idea why they mentioned February haha, it was in March 1st

also, look how nice the payment provider is guys :

Hello Mohamed,

Thank you for contacting us at PayDirect. 

Thank you for providing the needed information. We have contacted the gaming site. Please allow them some time to credit your account.

Please feel free to contact us at support@paydirectnow.com with any further questions.

Regards,

Zheirleen

PayDirect Support

support@paydirectnow.com

Hello moekhazaal3000,

I have contacted the casino representative to respond to the complaint. I will again paste the response here once I receive the response from them.

Your patience is much appreciated.

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.

Hello moekhazaal3000,

I was informed by the casino representative that both deposits should be already credited to your casino account. Could you confirm this?

I'll be awaiting your reply.