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Hello, I have made a deposit three times, but the money never arrived. I'm always put off in the same way, waiting for the specialist, etc.

Hallo habe 3 mal eine Einzahlung vorgenommen aber das Geld kam nie an.Werde immer auf die selbe Art vertröstet,warte auf den Spezialisten etc.

Dear Kurtcobain17, 

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 takes approximately one 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, 

Veronika

That means my bank should look for or find the money?

Dass heißt meine Bank soll das Geld suchen oder finden??

A provider called Colibrix handles the payment

Ein Anbieter namens Colibrix wickelt die Zahlung ab

Contact the payment provider you used for depositing and inform them that the money was taken from your account but apparently, it has not reached the receiver. You should receive a payment receipt you may then provide the casino with as evidence of your deposits.

My bank says they can't get the money back.

I have now contacted Colibrix.io, the money went to them, let's see what comes out of it.

Meine Bank sagt sie können das Geld nicht zurückholen.

Habe jetzt Colibrix.io kontaktiert,an die ist das Geld ja gegangen,mal schauen was da rauskommt.

Have you received any response from Colibrix yet? Please keep us updated.

Dear Kurtcobain17,

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.