The player from Germany deposited 50 Euros via bank transfer using Libersave on June 18, 2024. The casino claimed the money did not arrive and promised a return within 5 business days, which did not happen. Despite providing proof of the transaction and being referred back and forth between the casino and her bank, the player did not receive a refund. We informed the player that the issue required investigation by the payment provider, a process that could take approximately one month, and recommended not to deposit further funds. The complaint was rejected due to the player's lack of response to our messages and questions.
Fresh Casino - Player’s deposit has not been credited.
Amount: €50
Fresh Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
Public
Public
4 months ago
Translation
On June 18, 2024, I deposited 50 Euros via bank transfer (the booking date at my bank was June 19, 2024). The payment service provider is Libersave.
According to the casino, the money did not arrive and it was supposed to be automatically returned to me after 5 business days. This, of course, did not happen.
I then submitted the confirmation of the transfer and all transactions since the payment, proving that the money was not refunded.
The casino referred me to my bank.
My bank informed me both over the phone and in writing that the transfer was debited and not refunded.
An official inquiry application would cost me 12.50 Euros or 40 Euros.
The casino does not consider itself responsible.
This is the first time I have had problems with a deposit.
What can I do?
Automatic translation:
Public
Public
4 months ago
Dear Diediem,
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
