The player from Germany has deposited money into casino account but the funds seem to be lost. Player’s complaint has been resolved successfully.
Joo Casino - Player’s deposits have never been credited to his casino account.
Amount: €200
Joo Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good day,
on November 27th I paid 150 euros once with direct transfer and once 50 euros. The money has been withdrawn from my account. Unfortunately the money was not credited to my betting account. I don't want to play with this provider anymore. Please help me. It would be nice if the provider would just give me my money back and then I close the account.
Automatic translation:
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2 years ago
Dear Moritz,
Thank you very much for submitting your complaint and forwarding your payment receipts. I’m sorry to hear about your problem.
I would like to warn you, that if your deposits have 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 which 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 located and refunded back to you or credited to your casino account.
Could you please advise if you contacted your payment provider already? If there’s any relevant communication, please forward it 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
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2 years ago
Translation
So the problem is clearly with the casino. You use a payment provider that processes instant transfers. I am a little surprised by your warning. The casino must take responsibility for their payment methods. If it doesn't work, as it did in my case, the casino has to clear up the matter. For example, if you deposit in a bank and your money is not credited, you don't have to worry, but the bank. So I don't quite understand your information. Nevertheless, I am very grateful to you for your help and side.
Automatic translation:
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2 years ago
Yes, as I mentioned earlier, if deposits haven't been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary. Could you please advise if you have contacted your payment provider already?
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2 years ago
Translation
Thank you very much for your support. The money was deposited 36 hours later. Lets see how it goes on. Hopefully everything will work out now. Thank you for your help.
Edited
Automatic translation:
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Moritz, 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
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