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Hello, here's the situation. I deposited €30 once, and while it was declined, the money was still withdrawn. This €30 transaction is also listed as declined in my account history. I haven't received the money back to this day. Then, another €30 was withdrawn from my account without my having initiated this deposit, and this unauthorized deposit isn't showing up in my gaming account. However, the money was still withdrawn. I'm no longer receiving any help from the casino.

Hallo, folgendes. Ich habe einmal 30 euro eingezahlt und die wurden abgelehnt uns trotzdem abgebucht. Diese 30 euro tauchen in meiner historie auch unter abgelehnt auf. Das Geld habe ich bis heute nicht zurück erhalten. Dann wurden nochmal 30 euro von meinem konto abgebucht ohne dass ich diese Einzahlung ausgelöst habe und diese unautorisierte Einzahlung taucht auch nicht in meinem Spielkonto auf. Wurden aber trotzdem abgebucht. Seitens Casino erhalte ich keine Hilfe mehr

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Dear Peppino0511,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing money from the casino.

To proceed with your case, could you please forward me the following documents?

• screenshot of your transaction history in your casino account
• communication with your payment provider (if any)
• 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

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Petra

Thank you for your reply. Where should I send the required documents?

Vielen Dank für die Antwort. Wohin soll ich die erforderlichen Dokumente senden?

Thank you for your reply and for providing the previous details, Peppino0511.

You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

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

Dear Peppino0511,

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,

Petra