The player from Austria deposited in the casino, but the amount wasn't credited to the player's casino balance.
Golden Crown Casino - Player's deposit seems lost.
Amount: €50
Golden Crown Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Translation
The casino does not credit my €50 deposit with Neteller.
I was assured ten times that the department would take care of it. Now it suddenly says that they do not accept my screenshot.
The transaction number can be clearly seen on my screenshot, with which the money can be assigned immediately.
Please contact the casino. It's now 48 hours and deposits with Neteller usually take 1 second.
Thanks
Automatic translation:
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10 months ago
Dear jblummm,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please, could you clarify if you have tried contacting your payment processor regarding this issue? Was it your first deposit in this casino? Please could you forward the payment receipt and any relevant communication to tomas@casino.guru? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Tomas
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10 months ago
Translation
Hello
Sent the screenshot. It was my second deposit. Already with my first deposit everything was delayed by 24 hours. But that was then resolved. Only the second deposit just does not arrive.
Edited
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10 months ago
I fully understand your frustration, jblummm.
It may take some time for the funds to be located and refunded to your Neteller account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 25 days to allow them one full month to investigate. If there’s no development by then, we will intervene.
I would also encourage you to contact Neteller support and ask them for assistance regarding the transaction if you haven't done so already.
Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.
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10 months ago
Translation
With the transaction number one can find a deposit within a few minutes.
Neteller confirmed to me that the money was sent normally.
Sorry, but waiting 25 days to find a €50 Neteller deposit is not ok.
You should post a warning at this casino.
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10 months ago
Could you please forward me what feedback you received from Neteller support and what reply you received from the casino regarding the transaction? Please send the information to my email at tomas@casino.guru ,or alternatively post it here.
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10 months ago
Translation
The casino support is not genuine. There, a chat bot pretends to be a human.
Neteller sent me transaction numbers that can be used to locate the deposit immediately.
In the chat, this information is not even acknowledged and a chat bot enters the same answers over and over again.
This crappy casino won't even take this information after I went to the extra effort to help the casino locate MY deposit.
Please give the casino a bad rating so that other players are warned about them. It seems as if the casino is a casino that has no contact person and you are left completely alone with your problems.
You just feel incredibly stupid if you get the same answers 30 times and the chat is impersonating a human.
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10 months ago
I understand your sentiment, but since the issue isn't fully in the hand of the casino, we won't intervene prematurely. I believe it's only a matter of time until the transaction clears and the money appears either on your casino account or your Neteller wallet.
If that won't happen after a month passes, rest assured we will confront the casino to take action.
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10 months ago
Translation
The money has arrived. Thanks, so the case can be closed.
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10 months ago
Dear jblummm,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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