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Hello,

My money has been withdrawn from my account and has not yet appeared in the casino's account. The support tells me the payment was rejected and that I should wait 5-7 days until the money is back. I have neither heard nor seen anything about the money and the support suddenly requests account statements etc. I'm not sure if I want to release something like this.

Hallo,

Mein Geld wurde von meinem konto abgebucht und ist bis jetzt noch nicht auf dem konto des casinos erschienen. Der support sagt mir die bezahlung wurde abgelehnt und dass ich 5-7 tage warten soll bis das geld wieder zurück ist. Ich habe von dem geld weder was gehört noch was gesehen un der support fordert auf einmal Kontoauszüge etc. an. ich bin mir nicht sicher ob ich sowas freigeben möchte.

Dear LD_Loading,

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 approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. 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

Dear LD_Loading,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.