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A number of my payments have not been received, and additionally, I wanted to ensure my card details were not saved. I specifically chose not to have them saved, but the casino made an error and stored my details. This allowed me to make several deposits without re-entering my card information, and many deposits are also missing. As a result, I could not ensure responsible gaming, much less play mindfully.

eine menge meiner Zahlungen sind nicht angekommen und sowieso habe ich extra kartendetails mocht speichern wollen und dies auch explizit nicht angewählt allerdings hat Casino da einen Fehler gemacht und mir die Details gemerkt was dazu geführt hat das ich etliche einzahlungen vornehmen konnte ohne Kartendetails neu einzutippen und zudem fehlen viele Einzahlungen auch. So konnte ich kein verantwortungsvolles Spiel gewährt kriegen und schon gar nicht mit bedacht spielen.

Dear luvanava,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify the exact dates and times of the transactions you sent to the casino that have not been credited to your casino account?

Could you please send me a screenshot of your deposit history in your casino account?

Regarding the saved card in your profile, are you able to delete the card information from your casino account? If it's not possible, have you contacted customer support with the request to delete your card information?

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

Best regards

Veronika

I couldn't delete the card details and all the charges were only shown in the BNkimg after I blocked myself the next day, or more precisely today, although I was already missing the amount of 5,900. Now the account is also in the red and although I reported the card and the blocking, I am still actively logged into the casino. Can I send you the data by email? I also took a screenshot of it when I entered the card details for the first deposit, which shows that I had unchecked the box for "remember this card".

ich konnte kartendetails nicht löschen und die ganzen Belastungen wurden erst nach der Selbstsperre am nächsten Tag, genauer gesagt heute angezeigt im BNkimg obwohl mir die Summe bereits in der Höhe 5.900.- fehlten. Nun ist das Konto auch im Minus und obwohl ich das mit der Karte und der Sperre mitgeteilt habe bin ich noch immer aktiv eingeloggt im Casino. Darf ich Ihnen per Mail die Daten zukommen lassen? Habe extra auch als ich für die Ersteingahlung die Kartendetails erfasst habe einen Screenshot davon gemacht, wo aufzeigt dass ich das Kästen mit „diese Karte merken" abgewählt wurde von mir.

Unfortunately, we are unable to assist with complaints related to the data saved in your casino account. In your case, we would only be able to help you trace transactions that have not been credited to your casino account but were deducted from your bank account.

Could you please confirm whether all of your deposits have been successfully credited to your account at this point?

Have you requested to be self-excluded from this casino? If so, please forward me the account closure request at veronika.f@casino.guru. Thank you for your cooperation.

I requested closure on 28.01.25 and on 29.01.25 a lot of deposits were still made

ich habe am 28.01.25 die Schliessung gewünscht und am 29.01.25 sind ganz viele Einzahlungen dennoch entstanden

When exactly did the casino close your account?

Also, I have not received any emails from you that you sent to the casino asking them to close your account.

Dear luvanava,

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.