InstantPay Casino - Player’s deposit has never been credited into her account.

Hi. On 6.12.2020 (Sunday) I deposited through Ideal 100 euros today is 9.12 ... Of course, the money from my account went to the casino. But where he writes to me that the payment was "rejected". When I write to the casino I still have the same answer)

"Your case was sent to the finance department and now it is processing by them. As soon as we receive an answer from them, we will contact you via email." .... today is Wednesday night and I still do not have an answer. Monday and today I wrote to the casino sending them a screen from IB. where is an overview of this traction. Casino account, my name, Iban transaction number and all things. he was still getting the same answer. It's been 4 days but I can't see why I should wait any longer ??? what an hour. since I provided "PROOF" that the money went to their account. so it has nothing to interest me if they have a mistake or where the problem occurred. since the casino has written to me that it sends payments within a few minutes, but it can't solve my problem in 4 days. I really don't see the reason for waiting. since I merged my own and added screens from the transaction to the chat. when I put in the casino, I really want to play and not wait for XY days, just because their casino system has an error or they don't have staff there to solve my problem ..

I played in about 30 casinos, but really, I won't let the casinos exploit it anymore.

Thanks for your time

Dear Michaela,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider (iDeal), as this is a standard procedure. The payment provider needs to investigate what happened to your funds, but bear in mind, that it’s a complicated process which takes one month approximately. In these cases, casino usually has its hands tied.

Please let me know if there is anything else I could do for you in the meantime.

Best regards,

Kristina

Hi. At the casino, they told me to wait for the finance department, which probably didn't do anything. If the money in my account went to the casino account, then why should I handle it? Thank you for the answer. Have a nice day

Michaela, thank you for your reply. Have you tried contacting the payment provider as recommended? This might be very helpful (and maybe quicker), and payment providers usually start investigating right away.

Hi ... You've been resolved this morning ... You can close. Well thank you

Michaela, great news, thank you for letting us know! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and 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.