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I made an initial deposit using Revolut, which was credited to my casino account within seconds. I then played with a bonus and won. The withdrawal was also relatively quick and returned to my bank account. After that, I received an email from the casino with another bonus offer. I deposited again using Revolut, but the money wasn't credited to my casino account. I waited a few hours and then contacted live chat. They told me I would have to wait 7-10 business days before they would forward the case to the finance department.

I've played in quite a few casinos before. But waiting 7-10 business days seems really excessive to me.

Ich habe eine erste Einzahlung mit Revolut getätigt die auch innerhalb von Sekunden auf meinem Casinokonto gutgeschrieben wurde. Danach habe ich mit einem Bonus gespielt nd gewonnen. Auch die Auszahlung war relativ rasch wieder auf meinem Bankkonto. Danach bekam ich ein Mail vom Casino mit einem neuerlichen Bonusangebot. Ich zahlte wieder mit Revolut ein, aber das Geld wurde nicht auf meinem Casinokonto gutgeschrieben. Ich wartete einige Stunden und meldete mich dann beim Livechat. Dieser meinte ich muss 7-10 Werktage warten bevor sie den Fall an die Finanzabteilung weiterleiten.

Ich habe doch schon in einigen Casinos gespielt. Aber 7-10 Werktage warten finde ich schon sehr heftig.

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Dear Wolle63,

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,

Katarina

Dear Wolle63,

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.

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

Dear Wolle63,

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,

Katarina