The player from Denmark faces issues with a withdrawal after a deposit of 350 DKK via Trustly, which was never deducted from his account. After winning 760 DKK, his withdrawal is reduced by 350 DKK due to the casino's claim of an outstanding deposit, despite it not being deducted. He seeks assistance to recover his 350 DKK.
Maria Casino DK - Player's withdrawal has been confiscated.
Amount: 600 kr.
Maria Casino DK
Safety Index:Very highSafety Index
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Case opened
Current status
Waiting for player to reply
3d 23h 46m 17s
Case summary
3 days ago
Public
Public
4 days ago
Translation
Hello CasinoGuru,
I deposited 350 DKK using Trustly, which didn't go through and was never deducted from my account. I then deposited 300 DKK, which was successful via Apple Pay. I was lucky enough to win 760 DKK ++ on a bonus on Sword and the Grail Excalibur, bringing my balance to approximately 960 DKK. After that, I withdrew 600 DKK, and then I received this email from MariaCasino:
Thank you for your patience, and we hope you are well?
We are writing to you because you recently made a deposit to your MariaCasino account via Trustly. Since Trustly is an instant payment method, the money would have been on your gaming account immediately.
However, it can take up to 8 business days for Trustly to process a payment. We have now received a notice that Trustly was unable to withdraw the deposit amount from your bank account.
We have now deducted the outstanding deposited amount of 350 DKK with transaction ID 2395428782 from your pending withdrawal.
If you have any future questions, please feel free to contact us again via live chat or email: info@mariacasinosupport.dk
Wishing you a very good day!
I am furious!!! They then mentioned in the live chat that they have taken 350 DKK as outstanding and that 250 DKK would be transferred to my balance. Where are my 350 DKK that I won, which was never deducted from my account? I hope you can help me get my 350 DKK back, which is my money and never deducted from my bank account.
Kind regards, Mathias
Looking forward to hearing from you.
Automatic translation:
Public
Public
3 days ago
Hello mathiaslaj,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Maria Casino DK. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Would it be possible to forward your deposit history from both payment providers to nikolas.b@casino.guru?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
mathiaslaj has 3d 23h 46m 17s to reply
