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I made a deposit of €250 there, which was not credited to my account, but was debited from my bank account.

Support said the money would be transferred back to my bank account, but this did not happen.

Another employee tells me I have to wait until the money is in my player account. Every employee there says something different and is hardly helpful.

Nobody knows where the money went.

The fact is, it was debited from my bank account and I haven't received anything back or anything like that so far.

Habe dort eine Einzahlung gemacht in Höhe von 250€ die dort jedoch nicht gutgeschrieben wurde , aber von meinem Bankkonto abgebucht wurde.

Support sagt Geld wird zurück auf mein Bankkonto überwiesen was jedoch nicht geschah.

Ein anderer Mitarbeiter sagt ich muss warten bis das Geld auf meinem Spielerkonto ist. Jeder Mitarbeiter sagt dort etwas anderes und hilft einen kaum.

Keiner weiß wo das Geld hingekommen ist.

Fakt ist , es ist von meinem Bankkonto abgebucht worden und zurück bekommen habe ich nichts bis jetzt oder dergleichen.

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Dear Andreaswinkler1996,

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

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

Dear Andreaswinkler1996,

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,

Veronika