The player from Germany had deposited 43€ into the casino through Nodapay, which was not credited. He had closed the account hoping to get his money back, but the deposit remained pending. After a week of back and forth communication with the casino, the issue had remained unresolved. The Complaints Team had advised the player to contact his payment provider for further investigation, as the casino could not directly aid in this situation. After 11 days, the player reported that the money had finally been credited to his account, resolving the issue. We had marked the complaint as resolved in our system.
LevelUp Casino - Player's deposit has not been credited to his casino account.
Amount: €43
LevelUp Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
Translation
Hi
I deposited 43€ through Nodapay on Sunday, but the deposit was never credited.
I contacted Nodapay, and they said it was the casino's fault and they can't refund anything.
I closed my account at the casino, hoping I would get my money back.
In the end, it's a deposit that will never achieve a status other than pending.
I would like Casino Guru to look into this matter closely because this casino seems to be collecting funds without ever crediting accounts.
In any other casino, the deposit would be cancelled by the system automatically after three days 😉
All I want is my money back, and I expressly warn everyone against depositing any money into this casino
Automatic translation:
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6 months ago
Dear nix1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Was it your first deposit in this casino?
Please forward the payment receipt and any relevant communication with the casino as well as the payment provider to veronika.l@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Veronika
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6 months ago
Ds war die Nachricht von heute.
Das ganze geht jetzt schon 1 Woche so!
xxx, thank you for your request, but we have not yet received a response, so please wait until we do and we will update you immediately.
Since the procedure for refund of the loan.
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5 months ago
Could you please specify who sent you the message you copied to your last comment?
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 takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
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5 months ago
Der letzte Kommtar kam vom Casino😉
Aktuell mal wieder das...
Geht jetzt schon 11 Tage so das ganze
I sincerely understand your emotions and realize how unpleasant this situation can be for you, xxx. We always try to provide you with the best service and resolve any issue as soon as possible.
I want to inform you that all requests go through a strict procedure, as we rely on our policies, and it can be really tedious sometimes. Please note, that some requests need a certain amount of time to be processed, and we cannot speed it up. I kindly ask you to wait for the response via email.
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5 months ago
Translation
Money was written to my account
Case can be closed
Automatic translation:
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5 months ago
Dear nix1,
I'm glad to hear that your issue has been resolved 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,
Veronika
Casino.Guru
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