An Austrian player deposited 50€ via Paysafecard to a casino. Despite the transfer being successful from Paysafecard's end, the casino states that the payment failed. The player has attempted to contact Live Support multiple times over the past 11 days but has not received a satisfactory response or a resolution. Player’s complaint has been resolved successfully.
Gomblingo Casino - Player's deposit not credited in the casino account.
Amount: €50
Gomblingo Casino
Safety Index:LowSafety Index
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4.6
Gomblingo Casino has a Safety Index of 4.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Despite multiple attempts to contact Live Support, I still have not received a solution or response from the finance department or relevant authority. On August 30, 2023, I deposited 50€ via Paysafecard. In my transaction history at the casino, I received a message stating that the payment had failed, yet the money was successfully debited from my Paysafecard account. At this point 11 days have passed and I have yet to receive any feedback or a resolution to my issue. It's incredibly frustrating to deposit money into a casino that doesn't get credited to my account to play with, and then feeling as if no one is addressing the problem. I've played at several online casinos and I've never encountered anything like this. While payment failures can occur, other sites have typically resolved such issues within an hour and credited my casino account. Every time I contact Live Chat, I receive the same response that my case is being handled with the highest priority and that I should be patient.. how much longer is this going to take, another 5 weeks? I honestly feel as if I've been conned and If it's this problematic to reclaim money that I've deposited, I shudder to think of how difficult it might be to actually win money or make a withdrawal on this site..
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1 year ago
Dear stefan98,
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 payment provider 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,
Petronela
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1 year ago
Dear stefan98,
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.
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1 year ago
Translation
Hello, yes, that was my first deposit into the casino and I have already contacted Paysafecard. According to Paysafecard, the payment was carried out successfully and my Paysafecard account was debited accordingly. I have already sent the casino screenshots with the transaction number and all visible details. I don't understand why it takes a month to verify a deposit.
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1 year ago
I completely empathize with your frustration, stefan98. 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 7 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.
In the meantime, would you be able to provide your bank statement from the date of the deposit up to the present, demonstrating that the funds left your account and were never refunded? My email address is petronela.k@casino.guru.
Thank you for your patience and understanding in advance.
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1 year ago
Dear stefan98,
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.
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1 year ago
Translation
Hello, the problem has been solved and credited to my casino account!
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, stefan98, for your 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
