The player from Germany has deposited money into casino account but the funds seem to be lost. Player’s complaint has been resolved successfully.
Kosmonaut Casino - Player’s deposit has never been credited to his casino account.
Amount: €81
Kosmonaut Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good morning, unfortunately my deposit of €81 via Instant Bank was not credited, it usually takes up to 1 hour at most and has worked 4 times without any problems so far. According to support, you should wait up to 3 days, which is far too long, you could have saved yourself the deposit completely. I worked at the bank myself and I'm sure they won't be able to do anything, especially since it's a casino. Once the money has been credited to my account I will withdraw this complaint,
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1 year ago
Dear Glebli,
Thank you very much for submitting your complaint and forwarding your payment receipt. 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 which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing 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 you contacted the bank already? Ideally, they should be part of the investigation as only the sender can track the transaction, not the beneficiary.
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
Translation
I will ask the bank again on Friday at the latest.
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1 year ago
Translation
Hello again, after asking again, the amount was credited by the finance department after 2 hours (after submitting the transactions via PDF). So the case was settled 🙂
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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, Glebli, 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
