The player from the UK had experienced an issue with a 50€ deposit made on 1/4/24, which had remained pending in her bank account. She had requested to cancel the transaction as it was not credited to her casino account. It had been her first deposit after a while, and the payment was made to Stockimagemart London. Despite her bank's inability to intervene at that stage and the casino's initial claim of cancelling the payment, the 50€ had been deducted from her account without being credited to the casino. The player had been disappointed and had accused the casino of deceitful behavior. However, after our team had extended the investigation timeline and assured her of intervention if no progress was made, the player confirmed that she had received her funds. We had subsequently closed the complaint as 'resolved'.
Goldenbet Casino - Player’s deposit is delayed.
Amount: €50
Goldenbet Casino
Safety Index:LowCase closed
RESOLVED
Case summary
I deposited 50 euro at around 10.30 pm on 1/4/24 and it’s still pending in my bank . I have deposited in the past and everything was ok. I would prefer they just cancel the payment as this is not normal and it’s hassle
Dear Casbar1,
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?
- Please forward your payment receipt to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
It was my first deposit in a while and I never had any issues at that time.
the payment is to Stockimagemart London and it’s still sat pending in my bank. I rang my bank and they can’t do anything at this stage and I’m hoping the payment just goes back into my account . I spoke with Goldenbet and asked them to cancel at their end. They said they’re investigating but I don’t trust them
Further update. I received an email from Golden bet to say they had cancelled the payment but they were lying as the 50 euros came out of my bunk account today. I checked my casino account and it has not been added to that. I am very disappointed that they have stolen 50 euros for me. It’s disgusting behaviour. I attach a copy of my bank statement showing the payment to Stockimagemart London
The casino has informed me that the miney will go back into my bank account but I don’t know how this works. It was pending in my bank so when the casino told me they cancelled it I believed that would be the end of it and the money would just stay in my bank account but the transaction has been processed to Stockmartimage London on behalf of the casino. The casino tell me I will get a refund but I don’t understand how this works . Please can you help?
I completely empathize with your frustration, Casbar1. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 25 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Casbar1, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
