The player has deposited money into her account, but the funds seemed to be lost. After some time, the deposit arrived in the player's account and the issue was resolved.
HappySpins Casino - Player’s deposit has never been credited into her account.
Amount: €70
HappySpins Casino
Safety Index:HighSafety Index
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8.0
HappySpins Casino has a Safety Index of 8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
The first deposit of the deposit through the bonus is 50 euros. With Trustly. The money left my account. This happened on March 29, 2022. Then I tried after a few days 20 euros do not appear in the game account but from my own account they did lose. I have sent them dozens of messages and documents. I received the only answer asking for a bank statement which I also sent. No reply. I've also been in contact with trustly, but it's reportedly up to the casino to figure it out. The worst customer service at that casino I have come across !!
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2 years ago
Dear Katja,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In such cases where a deposit has never been credited to the player‘s casino account, we usually recommend contacting the payment provider. Since you’ve already done that, would you be so kind as to forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. If there is an official statement regarding this situation from the payment provider such as email or letter, please forward it as well.
Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
Thank you very much for your emails, Katja. Do I understand correctly that you have already provided the required bank statement?
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2 years ago
Thank you very much Katja for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
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OK thank you. I finally got another answer from the casino. Asked to resend the new statement I sent
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2 years ago
Hello Katja,
I have reviewed your case and will be helping you from this point onwards.
Thank you for providing the update regarding the casino's request for another bank statement, can I ask if you have sent this?
I will also contact the casino to see if they can provide us with more information.
We would like to invite HappySpins Casino to join the conversation and to please provide some insight into the situation regarding the player's deposits.
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2 years ago
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Hey
I have also sent this second statement
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2 years ago
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Again, nothing is heard. A special gaming site
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2 years ago
Dear Katja,
We have received no response from the casino, I will try to contact them once more.
We would like to ask HappySpins Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Translation
Now all 70 euros had come to the game account. Did not receive but did not receive the first deposit bonus promised by 200%
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2 years ago
Hello Katja,
I am glad to hear your deposit has now made it to your account.
Have you asked the casino support about the bonus?
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2 years ago
Translation
I did post but they always take at least a week to reply so I wait. But thank you
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2 years ago
Hello Katja,
We will allow some time for the casino support to respond to you. Please let us know if there are any further developments.
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2 years ago
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Unbelievable but the answer came already. Bonus added to game account 👍
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2 years ago
Dear Katja,
I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.
Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards,
Adam
