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On November 24, I paid 100 euros via Skrill, but the money never arrived at the casino. I sent the casino a confirmation from Skrill showing that I made the deposit, but they keep directing me elsewhere. I have taken a photo of the deposit, which was rejected at 19:59, along with the confirmation from Skrill showing that the 100 euros were paid.

Ich habe am 24 November 100 Euro über Skrill bezahlt aber das Geld kam nie an. Ich seine dem Casino eine Bestätigung von Skrill geschickt das ich eingezahlt habe aber ich werde immer wieder verwiesen. Ich mach ein Foto von der Einzahlung die um 19.59 rejected wurde und die Bestätigung von Skrill das die 100 Euro bezahlt wurden.

Dear Samir91,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Asino Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Was this your first deposit using this payment method?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes, that was my first deposit using this method. I forwarded the email to you

Ja das war meine erste Einzahlung mit dieser Methode. Ich habe ihnen die Mail weiter geleitet

Dear Samir91,

Thank you for reaching out and sharing your concerns regarding the €100 deposit made via Skrill on November 24. We have thoroughly reviewed the details of your issue, and our team previously forwarded the case to the financial department for verification. According to their investigation, this transaction is not associated with our casino.

Since the funds were not received by our casino but were debited from your account, we recommend contacting the merchant to whom the funds were sent or asking Skrill to identify the recipient of the transaction. Skrill should be able to provide the name of the recipient, which may help resolve this matter.

Additionally, we reviewed your interactions with our technical support team via Live Chat and email. Our team has already provided you with the same information to guide you through the next steps. If there is anything else we can do to assist you in clarifying this issue with Skrill, please don’t hesitate to let us know.

We sincerely hope this matter is resolved soon and that your funds are successfully located.

Best regards,

Asino Casino

I'll contact Skrill first and then I'll let you know where the money went

Ich kontaktiere jetzt erstmal Skrill dann teile ich hier mit wo das geld hingegangen ist

I received the following from Skrill:

Dear Samir *****,

Thank you for contacting Skrill customer support.

Please note that we will be in touch directly with the dealer shortly.

Please allow 3-5 business days for the merchant to process our request, after which you may contact them again for further details on the status of the said transaction.

We hope this has been helpful. If you need further assistance, please do not hesitate to contact us.

Best regards,

Galina

Skrill customer support

I will wait and then report here as soon as I receive an answer.

Ich habe folgende von Skrill bekommen:

Sehr geehrte/r Samir *****,

Vielen Dank, dass Sie mit der Kundenbetreuung von Skrill in Kontakt getreten sind.

Bitte beachten Sie, dass wir uns in Kürze direkt mit dem Händler in Verbindung setzen werden.

Bitte erlauben Sie 3-5 Werktage dem Händler, damit er unsere Anfrage bearbeitet. Danach können Sie sich erneut an ihn wenden, um weitere Einzelheiten zum Status der besagten Transaktion zu erhalten.

Wir hoffen, Ihnen weitergeholfen zu haben. Wenn Sie weitere Hilfe benötigen, zögern Sie bitte nicht, uns zu kontaktieren.

Mit freundlichen Grüßen,

Galina

Skrill Kundenbetreuung

ich werde abwarten und dann hier Meldung geben sobald ich Antwort erhalten habe.

Dear Samir91,

Thank you for your patience and for keeping us updated.

We hope that contacting Skrill will help resolve the situation. If you encounter any issues during this process that we can help you with, please let us know. We wish you the best of luck in resolving this matter quickly.

Best regards,

Asino Casino

Lieber Samir91,

vielen Dank für Ihre Geduld und dafür, dass Sie uns auf dem Laufenden halten.

Wir hoffen, dass die Kontaktaufnahme mit Skrill zur Lösung der Situation beiträgt. Wenn Sie während dieses Prozesses auf Probleme stoßen, bei denen wir Ihnen helfen können, lassen Sie es uns bitte wissen. Wir wünschen Ihnen viel Erfolg bei der schnellen Lösung dieser Angelegenheit.

Mit freundlichen Grüßen,

Asino Casino

Thanks both parties for your reply.

From my understanding, the Skrill deposits are processed through a payment gate where the casino's details are filled out as the recipient of the transaction. If the deposit is recorded in the player's deposit history, presumably it was addressed to the casino.

Dear Asino Casino representative,

Are there any specific clues to suggest your casino wasn't the recipient?

Kindly let us know about the conclusion of your investigation.

If the response is sensitive, you may contact me at tomas@casino.guru

Dear Tomas,

Thank you for your help in resolving this issue. As previously mentioned, the transaction in question has nothing to do with our casino. Our finance department has thoroughly investigated the matter and confirmed that the funds were not credited to our casino account.

For further clarification, we recommend that the player continue to work with Skrill to identify the recipient of the transaction.

We have again contacted the relevant department to review your suggestion to provide concrete evidence that this transaction is not related to us and will inform you once we receive a response regarding the possibility of providing supporting evidence.

Dear Samir91, if you have any other transactions that may be related to our casino or were unsuccessful, we would be happy to investigate them.

We thank you for your understanding and look forward to resolving this matter with you. Please let us know if you have any further questions.

Best regards,

Asino Casino

Lieber Tomas,

vielen Dank für Ihre Hilfe bei der Lösung dieses Problems. Wie bereits erwähnt, hat die fragliche Transaktion nichts mit unserem Casino zu tun. Unsere Finanzabteilung hat die Angelegenheit gründlich geprüft und bestätigt, dass die Gelder nicht auf unserem Casinokonto gutgeschrieben wurden.

Zur weiteren Klärung empfehlen wir dem Spieler, weiterhin mit Skrill zusammenzuarbeiten, um den Empfänger der Transaktion zu ermitteln.

Wir haben uns erneut an die zuständige Abteilung gewandt, um Ihren Vorschlag zu prüfen, konkrete Beweise dafür vorzulegen, dass diese Transaktion nicht mit uns in Verbindung steht, und werden Sie informieren, sobald wir eine Antwort bezüglich der Möglichkeit erhalten, unterstützende Beweise vorzulegen.

Sehr geehrter Samir91, wenn Sie weitere Transaktionen haben, die mit unserem Casino in Verbindung stehen könnten oder nicht erfolgreich waren, würden wir diese gerne untersuchen.

Wir danken Ihnen für Ihr Verständnis und freuen uns, diese Angelegenheit gemeinsam mit Ihnen zu klären. Bitte lassen Sie uns wissen, wenn Sie weitere Fragen haben.

Mit freundlichen Grüßen,

Asino Casino

Thanks to the Asino Casino for your reply.

Kindly share any specifics that let you conclude the deposit is not related to you to my email at tomas@casino.guru

I appreciate your cooperation in this matter.

Dear Tomas,

We are still awaiting a response from the payment provider regarding this matter. As soon as we receive any information, we will be sure to share it with you.

Best regards,

Asino Casino

I understand, I will set the timer for an additional 7 days, please keep me informed about further developments.

Dear Tomas,

We have received a response from the payment provider regarding this case:

"As previously mentioned, the transaction provided is not associated with your merchant account, and we are unable to disclose any additional information."

Regrettably, the payment provider cannot confirm which merchant this deposit was directed to. As a resolution, we recommend that the player contacts Skrill directly at help@skrill.com for further assistance.

Best regards,

Asino Casino

Dear Samir91,

Could you please forward the payment confirmation from Skrill regarding the transaction to me? My email is tomas@casino.guru

Dear Samir91,

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.