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Hello,

I requested a one-month self-exclusion. Unfortunately, I accidentally deposited €112 into the casino's Solana address or my casino wallet.

Customer service claims no money has arrived, which I can clearly prove is not true.

If necessary, I can post the transaction from the Explorer. I have the entire conversation in screenshots.

Hallo,

Ich habe eine monatigen Selbstausschluss beantragt. Leider habe ich versehentlich auf die Solana Adresse des Casinos bzw meinem Casino Wallet 112€ eingezahlt.

Der Kundenservice behauptet es sei keein Geld angekommen was ich klar beweisen kann dass das nicht stimmt.

Ich kann bei Bedarf die Transaktion aus dem Explorer posten. Doe komplette Unterhaltung hab ich auf Screenshots.

Dear alter4falter, 

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 approximately one month. 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, 

Veronika

Dear alter4falter,

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.