The player from North Rhine-Westphalia had deposited 20€ via instant bank transfer, but the money did not arrive in the casino account. Despite talking to chat operators who asked him to wait, three days passed with no resolution. The player was advised to contact his payment provider for investigation, as the casino's options were limited. The complaint was rejected due to the player's lack of response.
Lex Casino - Player's deposit canceled but money was deducted.
Amount: €20
Lex Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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4 months ago
Hello. I deposited 20€ into this casino by instant bank transfer.
The Money got taken out of my Bank instantly but never arrived in the Casino.
I was talking to a chat operator and he said i should wait one day.
After 24 hours i looked into the Casino and it now said my Deposit was cancelled even tho the money is already gone from my Bank!
Now i asked multiple times in Chat and i always get the same answer:
"We are looking into this and will inform u by Email"
Its been 3 days now still nothing happend.
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4 months ago
Dear loid1336,
Thank you very much for submitting your complaint. 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 that 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 credited to your casino account.
- Could you please advise if it was your first deposit in this casino?
- Have you contacted your bank already? Ideally, they should be part of the investigation.
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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4 months ago
Dear loid1336,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
