Flappy Casino - Player's deposit hasn't been credited.

Hey! My 50 euros is still stuck in this casino. it appears to me as a cover charge. I made a deposit, but it didn't go to the game account. It's been a week already. They won't settle the matter, and it wasn't the first time. I want that 50 euros back. That payment is apparently stuck in the bank, or so they claim. They should figure out the problem, not the customer. I really can't get the payment that is going to them. I think it is the Casino's responsibility, not mine. It's been a week now and I have a receipt for it. The owner kindly asked for my information, but in the chat they claim that it is my problem. I don't appreciate.

Dear Naomii,

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 that takes approximately one month. In these cases, the 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.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

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

Best regards,

Kristina

Dear Naomii,

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.