The player from Germany has deposited money into casino account but the funds seem to be lost. Player’s complaint has been resolved successfully.
NineCasino - Player’s deposit has never been credited to their casino account.
Amount: €30
NineCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I have problems with my deposit of 30 €
the money was neither credited to the casino nor back to my account.
here are a few pictures of the process
T****** Marzena
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear tarantomarzena,
Thank you very much for submitting your complaint and forwarding all the relevant screenshots. 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, 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 you've contacted your payment provider/bank already? Ideally, they need to 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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2 years ago
Translation
Hello, the money has now been credited.
However, today the same problem reappeared.
I wonder how it can happen that a transaction can just disappear.
I'll wait a few days now.
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2 years ago
I'm happy that the first deposit has been credited successfully. Please keep me informed about the other one. Looking forward to hearing from you.
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2 years ago
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hello, the deposit of 30 € on 04/05/2022 is still not credited.
The problem is, no one can tell me why this problem keeps popping up.
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2 years ago
I fully understand your frustration, tarantomarzena. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 10 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.
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2 years ago
Translation
Hello, today again the same problem with 20 €, after repeated contact with the chat who canceled here? here the new result
supposedly there are provider problems.
i will send you screenshots of chat history and my deposits from today.
the mentioned 30 € are of course still open.
T****** Marzena
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear tarantomarzena,
As you can see there is a delay with every deposit you place. It means that the issue is much more likely on the side of the payment provider. Please allow some time for the funds to be credited to your casino account and keep me informed.
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2 years ago
Translation
hello, the 20 € have been credited.
I'm still missing the 30 € from April 5th, 2022, which should have been settled long ago.
In the chat you are constantly asked for a little patience, meanwhile already more than 20 days.
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2 years ago
I fully understand your frustration, tarantomarzena. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 10 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay
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2 years ago
Translation
Hello, I have the same problem again today, I was told to wait an hour. and I was also told that it is up to the provider, provider problems. Only when you move in from the bank is it immediate, there never seem to be any provider problems. 🙂
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2 years ago
Dear tarantomarzena,
As you can see all your deposit are experiencing delays. Please allow some extra time for the payment provider to handle all your transactions and keep me informed. Thank you very much in advance.
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2 years ago
Translation
Additional comments from the player:
"Good morning, I would like to thank you. I got my deposits back. And I hope this works better in the future. Kind regards, Taranto"
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, tarantomarzena, 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
