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I made an instant bank transfer of €1000 on November 16, 2025. Unfortunately, five days have now passed, and the casino says it's still reviewing the deposit, which I think is taking far too long! The money was debited from my bank account on the same day, and there's a reference number for tracking! The casino keeps sending me the same email saying it's still being reviewed! I now feel like I'm being strung along.

Regards

Ich habe am 16.11.2025 eine sofort Überweisung in Höhe von 1000Euro getätigt, leider sind nun5 Tage vergangen und das Casino meint es prüft noch die Einzahlung, was meiner Meinung zu lange dauert! Das Geld wurde am selben Tag vom Bankkonto abgebucht und es besteht eine Referenz Nummer zum Nachverfolgen! Das Casino gibt mir immer wieder die selbe Mail es werde noch geprüft! Ich habe nun das Gefühl das ich hingehalten werde.

Mfg

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Dear Kranz,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

What do you mean, should I demand the money back? The casino would have to agree to that, which it doesn't.

Wie meinen Sie das soll ich das Geld zurück fordern? Da muss das casino zustimmen was es aber nicht macht

There's a reference number on the transfer, it can't be that the money just disappears. We're talking about 1000 euros; you have to be able to trace where this money came from. I'm really confused, and if you transfer 5000 now, it's possible it will never be credited.

Es ist doch eine Referenz vermerkt auf der Überweisung, das kann doch nicht sein das das Geld einfach verschwindet, die rede ist von 1000euro, mann muss doch das nachvollziehen wo dieses Geld eingegangen ist, ich bin echt verwirrt und wenn man da jetzt 5000 überweisen tut , kann sein das es nie gutgeschrieben wird

I'm not suggesting you should demand the money back. The best course of action is to contact the payment provider to review if the payment was successful and if it reached the recipient's account.

Also, to proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear Kranz,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kranz,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika