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Deposit declined twice, and support said I'd get my money back within 5 days. So far, nothing and no help from support.

Einzahlung abgelehnt zweimal und der Support sagte innerhalb 5 Tagen bekomme ich das Geld wieder zurück bisher nichts und keine Hilfe vom Support

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Dear Tanja803,

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

My bank says the money was debited! The money hasn't been returned to this day.

Bank statements and other documents have been submitted, but there's been no response yet regarding whether and when my money will be refunded. I've been waiting for six days now, and support said it should be back within five days, but nothing has arrived. When I asked why it's still taking so long, they simply said it's being processed!

Meine Bank sagt das Geld wurde abgebucht ! Das Geld kam bis heute nicht zurück .

Kontoauszüge usw wurden eingereicht bisher keine Rückmeldung ob und wann mein Geld zurück kommt . Ich warte jetzt 6 Tage und der Support sagte innerhalb 5 Tagen sollte das wieder zurück sein bis heute nichts . Auf meine Frage daraufhin warum das immer noch andauert heißt es nur es ist in Bearbeitung!!

Thank you for your reply.

To proceed with your case, could you 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.

Dear Tanja803,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru