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Hello, I am contacting you with the following issue. I deposited 20 Euros today at 21h. The TAN confirmation was accepted, but then an error message appeared stating there was a problem with the bank. I checked my online banking and the amount was definitely deducted, but it did not appear in my player account. After a long exchange with customer service, I have not made any progress. One representative suggested that I had exceeded my limit, but that can't be true as I did not deposit a thousand Euros. Another representative said she would forward the matter to the payment department, but no one has responded since then.

Hallo ich wende mich mit folgendem Problem ich habe heute um 21h 20 Euro eingezahlt die tan Bestätigung wurde noch akzeptiert dan kam eine Fehlermeldung das es ein Problem mit der Bank kam ging ins online banking und der Betrag wurde definitiv abgebucht leider ist er nicht im spielerkonto eingegangen nach langem Schreiben mit dem Kundenservice bin ich keinen Schritt weiter gekommen die eine Kollegin meinte mein Limit wurde überschritten aber das kan nicht sein ich habe keine tausend Euro eingezahlt die andere Kollegin meinte sie gibt das an die zahl abteilung weiter und nun reagiert keiner mehr

Dear Mariera,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

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

Best regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Now play ojo claims my money was successfully added to my real money but that is not true so far there are 0.00 euros on my player account since 12.04.2024

Jetzt behauptet play ojo Mein geld wurde erfolgreich meinem echtgeld hinzugefügt das stimmt aber nicht bisher sind 0,00 Euro auf meinem spielerkonto seid dem 12.04.2024

Dear Mariera,

Is there any statement which you can show us where the casino claims that the money has been added to your account? Was there any update regarding your balance since your last post? Was it added to your casino or payment provider balance?

Dear Mariera,

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.