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Good evening, I registered at Princeali Casino today because of a promising 200% first deposit. I first tried making a deposit via Sofort, but unfortunately it didn't work a couple of times, for whatever reason. Then I had exactly the same problem with my credit card. So I contacted the chat and was told to try the credit card again. This suddenly worked. The €175 was immediately released from my account to the casino via credit card. Unfortunately, the deposit amount and the 200% bonus are missing from my casino account. I have been asking the staff via chat for 1.5 hours now to release my money immediately. This is not possible, and I also asked the casino for an immediate refund of my money, which is also not possible because it has been passed on and the relevant department will not contact me until tomorrow or Tuesday. The fact is, I am now missing €175 from my bank account and the casino is holding the deposit.

Guten Abend, ich habe mich heut bei Princeali Casino angemeldet, da es um einen vielversprechenden 200% firstdeposit ging. Ich habe erstmal versucht via Sofort eine Einzahlung zu tätigen dies klappte leider ein paar mal nicht, aus welchem Grund auch immer. Dann über Kreditkarte genau das gleiche Spiel. Also habe ich mich an den Chat gewandt und man sagte mir ich solle Kreditkarte nochmals Probieren. Dies hat dann auch plötzlich funktioniert. Die 175€ wurden auch umgehend von meinem Konto per Kreditkarte an das Casino freigeben. Leider erscheint aber im Casino Account fehlt der Einzaungsbetrag und der 200% Bonus. Per Chat forderte ich nun seit 1,5 Stunden die Mitarbeiter auf mir umgehend eine Freigabe zu erteilen. Dies sei nicht möglich, ebenfalls bat ich das Casino dann um eine umgehende Rückerstattung meines Geldes, dies sei nun auch nicht möglich, da dies weitergegeben wurde und die entsprechende Abteilung sich erst morgen oder am Dienstag bei mir melden würde. Fakt ist mir fehlen auf meinem Bankkonto nun 175 Euro und das Casino hält die Einzahlung zurück.

Dear Strgl,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Dominika

Good morning Dominika, I've already contacted my payment provider, and they said the merchant needs to cancel the transaction. I also see in the casino's account that the payment is pending. May I privately send you a screenshot of this payment and its status from my bank provider?

Guten Morgen Dominika, ich habe bereits meinen Zahlungsanbieter kontaktiert und dieser meinte das der Händler stornieren muss. Ich sehe auch im Account des besagten Casinos, dass die Zahlung auf Pending steht. Darf ich Ihnen von meinem Bankanbieter zu dieser Zahlung und dessen Status einen Screenshot privat zukommen lassen?

Dear Strgl, could you please share your communication with the payment provider? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Hello Dominika, I have just sent you an email.

Hallo Dominika, habe Ihnen soeben eine Email zugesandt.

Hello everyone,

@Dominika the case can be closed, I received my refund of 175€ today.

Best regards

Ctrl

Hallo zusammen,

@Dominika der Fall kann geschlossen werden, habe meine Rückerstattung über 175€ heute erhalten .

Beste Grüße

Strgl

Dear Strgl,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru