The player from Germany deposited in the casino, but one of the transactions seems lost. The player confirmed the issue was resolved.
Hello everyone,
I paid a total of 7 times 500 euros = 3500 € everything was debited from my bank account, but only 6 times 500 euros were on it 3000 euros. I would send you all the screenshots where you see 7 times 500 euros withdrawn and send you the screenshot where you send the transaction history from the casino where you see 500 euros reversed once.
Thanks very much.
Hallo Zusammen,
ich habe insgesamt 7 mal 500 euro einbezahlt = 3500 € es wurde alles von meinem Bankkonto abgebucht , allerdings waren nur 6 mal 500 euro drauf 3000 Euro. ich würde ihnen alle Screenhot senden bei denen Sie sehen das 7 mal 500 Euro abgebucht wurde und den Screenshot ihnen senden bei dem Sie den Transaktionverlauf von dem Casino senden bei sie sehen das einmal 500 Euro annuliert wurde.
Vielen Dank.
Dear michi97,
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. They need to investigate, but bear in mind, that it’s a complicated process that might take up to one month approximately. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
Could you please explain if you contacted the casino or your bank regarding the issue? How did they respond? Were these your first deposits made to the casino?
Feel free to post screenshots here, or alternatively send them to my email at tomas@casino.guru
Looking forward to hearing from you.
Best regards,
Tomas
Dear michi97,
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. They need to investigate, but bear in mind, that it’s a complicated process that might take up to one month approximately. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
Could you please explain if you contacted the casino or your bank regarding the issue? How did they respond? Were these your first deposits made to the casino?
Feel free to post screenshots here, or alternatively send them to my email at tomas@casino.guru
Looking forward to hearing from you.
Best regards,
Tomas
Hello Tomas,
Thank you for your quick answer, I have already deposited 500 euros at the casino several times, the first 2000 euros or so were on it right away, but with the fifth deposit it was suddenly not on it, the 500 euros went from my account but were not on the casino account on it, I called the bank They said the money should have been on it long ago, since the other payments on the same day were also on it maybe it will take until tomorrow but unlikely the casino would like a PDF document saying that the payment failed they do not accept any Screenshot, but on the screenshot you can clearly see the transfer of the 500 euros to exactly the same recipient as the payments, I think the casino keeps the 500 euros that's not possible, I'll send you the screenshots to your email address, please write to the casino that the 500 euros are gone from my account and there was no error message from the bank it must be on them because the casino only ever answers me you want a PDF document with screenshots of all the receipts you can see mine Deposits that go from the bank account and you can see on the casino that a deposit was canceled but it was still deducted from my account.
Thanks very much.
Hallo Tomas,
danke für deine schnelle Antwort , ich habe schon mehrmals 500 euro bei dem Casino einbezahlt die ersten 2000 € oder so waren gleich drauf aber bei der fünften einzahlung war sie plötzlich nicht drauf , die 500 Euro gingen von meinem Konto aber waren nicht auf dem Casino Konto drauf , habe bei der Bank angerufen Sie meinten das Geld müsste längst drauf sein, da die anderen Zahlungen am gleichen Tag auch drauf waren vielleicht dauert es bis morgen aber unwarscheinlich das Casino möchte ein PDF Dokument wo drauf steht das die Zahlung Fehlgeschlagen ist sie akzeptieren kein Screenshot, aber auf dem Screenshot sieht man ganz klar den Abgang von den 500 Euro genau auf den gleichen Empfänger wie die Zahlungen zu vor, ich glaube das Casino behält die 500 Euro das geht nicht , ich sende ihnen die Screenshots an ihre Email Adresse, bitte schreiben sie dem Casino das die 500 Euro von meinem Konto weg sind und es keine Fehlermeldung der Bank gab es muss bei denen drauf sein, da das Casino immer nur mir antwortet sie möchten ein PDF Dokument, auf dem Screenshots sind die ganzen Belege man sieht meine Einzahlungen die vom Bankkonto gehen und man sieht auf dem Casino das eine Einzahlung annuliert wurde aber sie wurde dennoch von meinem Konto abgebucht.
Vielen Dank.
When I wrote to the support several times, the answer came that on one day 4 deposits of 500 euros each were received, I have now saved the PDF document from the 5 deposits of each deposit in online banking, where you can see what was deposited as they wanted and yet the casino doesn't want to put my 500 euros on their account, they just keep it! Although the receipts have evidence and they say there was a shortfall, I think you need to write to the casino and put pressure on them. Thanks very much.
Als ich mehrmals dem Support geschrieben habe kam dann die Antwort das an den einen Tag 4 Einzahlungen je 500 Euro eingegangen sind ,habe nun von den 5 Einzahlungen das PDF Dokument gespeichert von jeder Einzahlung im online Banking bei der man sehen kann was alles eingezahlt wurde so wie sie es wollten und dennoch will das Casino meine 500 Euro nicht aufs Konto machen die behalten das einfach ein !! Obwohl die Belege Beweise haben und die sagen das eine zu wenig aufs Konto kamen , ich glaube Sie müssen dem Casino schreiben und Druck machen. Vielen Dank.
Could you please forward the emails and chat transcripts from the casino where they give their reasoning about the issue? I'll await your reply.
Could you please forward the emails and chat transcripts from the casino where they give their reasoning about the issue? I'll await your reply.
The casino wrote to me 3 days ago they found my deposit and are transferring the money to me so far I haven't received anything yet, it's usually relatively quick, let's wait a few days
Das Casino hat mir vor 3 Tagen geschrieben sie haben meine Einzahlung gefunden und überweisen mir das Geld bisjetzt noch Nichts erhalten normalerweise geht das relativ schnell warten wir Mal nach paar Tage ab
Dear michi97,
I'm glad to hear that the deposit was credited to your casino account successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Tomas
Casino.Guru
Dear michi97,
I'm glad to hear that the deposit was credited to your casino account successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Tomas
Casino.Guru
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