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The deposit was made at approximately 12:30 AM on January 8, 2026, and is marked as failed on the casino website. The casino claims the funds are frozen and that I should contact my bank. I contacted my bank, which was surprised by this. The successful transaction is evident from the online banking statement, which I naturally provided to the casino. The casino is now demanding written confirmation from my bank that the withdrawal was successful and not frozen. After I explained my problem, my bank informed me that they do not issue such confirmation. The transfer receipt is proof that the transaction was successful. The money was successfully withdrawn and transferred. The casino is simply refusing to process the transaction until I provide this written confirmation from my bank.

Die Einzahlung wurde um ca. 0:30 Uhr am 08.1.26 getätigt und ist auf der Casino Seite als fehlgeschlagen gekennzeichnet. Das Casino sagt, das Geld wäre eingefroren und ich solle mich an meine Bank wenden. Ich habe mich an meine Bank gewendet worauf hin diese verwundert war. Die erfolgreiche Transaktion kann man dem Online Banking Beleg entnehmen, welche ich dem Casino natürlich gegeben habe. Das Casino fordert nun eine schriftliche Bestätigung von meiner Bank, das die Abbuchung erfolgreich war und nicht eingefroren wurde von meiner Bank. Meine Bank hat mich nach Erläuterung meines Problems darauf hingewiesen, dass sie eine solche Bestätigung nicht ausstellen. Der Überweisungsbeleg ist ja der Beleg dafür, dass die Transaktion erfolgreich war. Das Geld wurde erfolgreich abgebucht und überwiesen. Das Casino verweigert ledigliche Beabreitung bis ich diese schriftliche Bestätigung meiner Bank vorlege.

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Dear alex0,

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

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you for your reply.

Can you tell me how I can contact the payment provider? The payment was processed through YottaPay. However, I couldn't find any way to contact you.

Vielen dank für ihre Antwort.

Können Sie mir sagen, wie ich den zahlungsanbieter kontaktieren kann? Die Zahlung wurde über YottaPay abgewickelt. Ich konnte jedoch nichts finden um mich mit Ihnen in Verbindung zu setzen.

I contacted YottaPay today via email (email: support@withyotta.com I've turned to them. I hope they can help me.

Ich habe mich heute per E-Mail an YottaPay (Email: support@withyotta.com) gewendet. Ich hoffe das die mir vielleicht helfen können.

Thank you for the information. Have you received any suggestions from the payment provider? Has your deposit been located in the meantime?

If you are still experiencing difficulties with tracking the transaction, 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.

Good day,

I have not received any information from either the payment provider or the casino. I was able to obtain confirmation from my bank after persistent requests, but I have not yet received it. As soon as I have it, I will contact the casino again. Nevertheless, I will send you all the information you requested above via email. I hope you can assist me with this.

Thank you

Guten Tag,

ich habe weder von dem Zahlungsanbieter noch von dem Casino irgendwelcher Informationen enthalten. Ich konnte auf Nachdruck bei meiner Bank eine Bestätigung erwirken, jedoch habe ich diese noch nicht erhalten. So bald ich diese habe, werde ich mich an erneut an das Casino wenden. Ich werde Ihnen trotzdem alle Informationen, die sie oben angefordert haben, per E-Mail zu verfügen stellen. Ich hoffe, das Sie mich dabei unterstützen können.

Vielen Dank

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

Dear alex0,

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