The player from Germany faces issues after making a deposit that has not been credited after nearly 10 hours. She cannot access support, as the support button is non-functional and emails to the casino's support address are bouncing back.
Golden Billy Casino - Player's deposit is delayed and support is unavailable.
Amount: €30
Golden Billy Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case opened
Current status
Waiting for Casino Guru to reply
6d 17h 29m 40s
Case summary
6 hours ago
Public
Public
1 week ago
Translation
Hello,
I registered at this casino a long time ago, but today was the first time I made a deposit. The money still hasn't been credited after almost 10 hours. The support button doesn’t work, so I have already sent three emails. Apparently, this email address doesn’t exist because all the emails bounced back. I can rarely read anything on Casino Guru because I am from Germany. If I had read everything beforehand, I would have never deposited there.
Automatic translation:
Public
Public
6 days ago
Dear Gretche70,
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
Public
Public
6 days ago
Translation
Hello
I will try to contact the payment provider. The money has not been credited yet and probably won't be after reading everything here.
Automatic translation:
Public
Public
2 days ago
Translation
fino, as a payment initiation service provider, is not technically involved in the execution of a transaction/transfer. We are solely responsible for transmitting the transfer order to your bank. The actual processing is therefore carried out by your bank, which is why we would like to ask you to contact them.
That was the statement from the payment provider, and my bank confirmed that the payment was successful. I would have been surprised too, in other casinos I pay with the same method and the money was always credited. For me it is clear, THIS CASINO STEALED ME
Automatic translation:
Public
Public
7 hours ago
Thank you for your replies.
Please send me the following documents for our investigation:
- bank statement from the date you made the lost deposit up until today
- communication with your payment provider as well as the casino regarding your lost deposits
My email address is veronika.l@casino.guru. Thank you for your cooperation and patience.
Casino Guru is examining the case
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
