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I made a deposit of €30 on 05/08/23, these were not credited to my player account, I paid in with a bank transfer, which went through the payment service Pay OP, the money was debited from my bank account, I sent the casino a screenshot of the transaction until today the money is not there although the casino has the screenshot with the transaction number they always write they need a screenshot of it but please help me i want my money back.

Ich habe am 8.5.23 eine Einzahlung in Höhe von 30€ vorgenommen diese wurden meinen Spielerkonto nicht gutgeschrieben ich habe mit Banküberweisung eingezahlt was über den bezahldienst Pay OP lief das Geld wurde von meinem Bankkonto abgebucht ich habe den Casino ein Screenshot der Transaktion zukommen lassen bis heute ist das Geld nicht da obwohl das Casino den Screenshot mit der Transaktionsnummer hat sie schreiben immer sie brauchen einen Screenshot der liegt aber vor bitte helfen sie mir ich möchte mein Geld wieder.

Dear Thent,

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 up to one month approximately. 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’s going to take some time before it’ll be credited to your casino account.

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,

Tomas

What I don't understand is the casino has the transaction number but they don't respond they could use the number to ask the payment provider but I'm just put off

Was ich nicht verstehe ist das Casino hat die Transaktion Nummer aber sie reagieren nicht sie könnten anhand der Nummer den Zahlungsanbieter befragen ich werde aber nur hingehalten

I fully understand your frustration, Thent. As I mentioned earlier, it may take some time for the funds to be located and the transaction to clear. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 10 days to allow them one full month to investigate. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Has done money is there

Hat sich erledigt Geld ist da

Do I understand correctly your deposit reached your casino balance? May we consider the issue resolved?

Yes, the money is in my account

Ja richtig das Geld ist auf meinem Konto

Dear Thent,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru