The player has deposited money into their account, but the funds seem to be lost. As there was no response from the casino, the complaint was closed as 'unresolved'.
HeyCasino! - Player’s deposit has never been credited into their account.
Black points: 84
Amount: €100
HeyCasino!
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
7 months ago
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2 years ago
Translation
Hello, I deposited €100 at HeyCasino last week! Before that I had already deposited 300-400€! The €100 immediately left my bank account but never arrived in my player account! My bank said the transfer went out immediately after my confirmation by tan! I wrote to the casino more specialist! Unfortunately without success! They don't have live chat, unfortunately nobody answers emails!
In the attachment I pack 2 pictures of the transfer 
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2 years ago
Dear Jannik4396,
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 such as an email or a letter regarding this situation from your bank, please forward it as well.
Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello, so the money was debited from my bank as normal using the tan procedure! With the payment provider from the casino I wrote an email is attached. I haven't heard anything from the casino side about this.
Kind regards
Jannik S***
ps can't upload the picture
Edited by a Casino Guru admin
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2 years ago
Thank you for your reply, Jannik4396. If you are not able to upload evidence here, feel free to forward everything to my email address (kristina.s@casino.guru) so we can gather as much information as possible. Thank you in advance.
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2 years ago
Translation
Done, I sent the casino another email asking them to transfer my money back!
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2 years ago
Thank you very much Jannik4396 for your cooperation so far. 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
Hello Jannik4396,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite HeyCasino! to join the conversation and to participate in the resolution of this complaint.
Dear HeyCasino!,
Can you provide any further insight into what may have happened with the player's deposit?
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2 years ago
Dear Jannik4396,
I have not yet received any response from the casino, I will attempt to contact them once more. In the meantime, please let me know of any developments.
We would like to ask HeyCasino! 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
No, I haven't heard anything yet and unfortunately I haven't received my money from the casino
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2 years ago
Hello Jannik4396,
Has there been any further development regarding your deposit?
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2 years ago
Hello Jannik4396,
I am now awaiting a response from the casino via skype and will post any update I receive.
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2 years ago
Translation
I gave the casino a deadline of April 30th to refund me the money, otherwise I'll hand it over to my lawyer.
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2 years ago
Translation
And what does the casino say? Can not understand how the good rating comes about with you ....
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2 years ago
Hello Jannik4396,
There has been no response from the casino so far. If there is still no response upon the timer's expiry, I would then recommend you to contact the casino's licensing authority, Gaming Curacao, and submit a complaint to them.
They can be contacted here: info@gaming-curacao.com
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2 years ago
Translation
Yes, that doesn't help either, just please adjust the rating on your page! So that more people don't make the same mistake...
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2 years ago
Dear Jannik4396,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.
I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
In the meantime, I recommend you to contact the casino's licensing authority, Gaming Curacao, as mentioned previously. It's not the best licensing authority but it may have options and tools to help players. Let me know how they replied (adam.m@casino.guru).
I wish I could have been of more help.
Best regards,
Adam
