The player from Germany had complained about lost deposited funds. His sister had deposited funds into his casino account, which was against the casino's terms and conditions. The deposited funds were not credited to either his or his sister's account. The casino had recommended that the player's sister contact her payment provider to investigate. The player's sister had contacted Trustly, but they were unable to assist. The casino suggested the player contact eCogra, an alternative dispute resolution service. We had not received any further communication from the player, leading us to reject the complaint.
DrueckGlueck Casino - Player's deposit has been misplaced.
Amount: €50
DrueckGlueck Casino
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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3 years ago
Translation
I asked my sister to pay me 50 euros immediately via Klarna. By accident, she made the payment with Trustly.
The problem then was that she also had a Drück Glück account.
So the deposit could not be found on either account at first.
After a long back and forth it was allegedly found on her, but not posted. She should contact her account to clarify the matter. That she did, she was told the money was found with me.
We both have been asking for months to simply transfer the payment back to the bank account, nothing has happened so far.
We are made up like liars, it just can't be resolved
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3 years ago
Dear Patric,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate? Do I understand correctly that your sister has deposited funds into your casino account?
Additionally, please clarify which casino is this complaint related to.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Thank you, Patric, for your reply.
I have checked terms and conditions, and this is what I found https://www.drueckglueck.com/terms-conditions/:
„All payments into your account must be from a payment source on which you are the named account holder."
"We reserve the right to void all winnings if your name does not match the name on the credit card you use. In such circumstances we reserve the right to request the necessary documentation from the player to enable us to carry out the required identity verification checks from our end, prior to taking any action. The burden of proof that the player had the necessary authorisation to proceed with the transaction shall vest in the player at all times."
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing funds from a joint card. Would you be able to prove that you are a legitimate owner of the payment method?
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3 years ago
Translation
It wasn't a win, it was a deposit.
Can the casino just keep the payment? Normally, the payment would have to be refunded back to the bank account.
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3 years ago
Do I understand correctly, that the deposited funds are still untouched inside your account?
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3 years ago
Translation
According to the support in my account, the payment was not assigned to me, but to my sister's account.
In my sister's account, the payment has not been assigned to her, they refer me that the payment was posted to another (Paddy2509).
The payment is unaffected, it has not been activated on either of the two accounts.
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3 years ago
Dear Patric,
I would like to warn you, that if your deposit has never been credited to your or your sister's casino account, the only thing your sister can do is to contact her 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.
Has your sister tried to communicate this issue with the payment provider?
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3 years ago
Translation
My sister contacted Trustly directly, they cannot help because they are only transferring.
My sister started a search at the casino's finance office.
The payment was found.
It is only communicated in each case that the payment would be on the account of the other account.
It is neither in my account nor in my sister's account.
It would be normal if a payment could not be assigned properly to simply send it back to the sender.
The matter has been since 10/29/2020.
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3 years ago
Thank you very much, Patric, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Patric,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite DrueckGlueck Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Translation
Hi Peter,
I thank you for trying to help.
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3 years ago
Hi Patric,
I have some statements from the casino but due to GDPR, they can't give us any proof. They suggested that you should turn to the official ADR service eCogra which is an alternative dispute resolution company authorized by MGA. I recommend you do that, the casino will have to provide all necessary evidence to the eCogra and they will be able to decide objectively. You can submit a complaint here: complaints@ecogra.org. Please let me know what their decision was.
Best regards,
Peter
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1 year ago
Dear Patric,
We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.
If your case has been resolved by the Licensing Authority or ADR, we kindly request you to forward us their official statement at peter.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.
Best regards,
Peter
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1 year ago
Dear Patric,
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.
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1 year ago
Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected."
The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.
