The player from Germany had deposited 50 euros via Paysafe to an online casino, but the funds did not reflect in his casino account despite the successful transaction. We had advised him to contact his payment provider, Paysafe, for investigation as the casino could not assist in this case. The player was also requested to provide a payment receipt, communication with the casino, and a screenshot of his transaction history. However, the player did not respond to our subsequent messages and queries, hence we were unable to continue the investigation and had to reject the complaint.
NineCasino - Player’s deposit is not reflected on the account.
Amount: €50
NineCasino
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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6 months ago
Translation
Hello, I deposited 50 euros via Paysafe on 26.4 and the money is still not in my balance. The live chat keeps giving me new excuses every day. Since Paysafe is immediate, I suspect that the money might have been lost... but the payment was successfully processed at Paysafe!
Automatic translation:
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6 months ago
Dear biene2111,
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 approximately one month. 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.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
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6 months ago
Translation
but it must be possible to receive an email from the responsible department of the casino....paysafe tells me I should contact the recipient because the payment was successfully processed by paysafe
Automatic translation:
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6 months ago
Please send me your payment receipt, the communication with the casino, and a screenshot of how the transaction looks like in the transaction history in your casino account.
My email is tomas@casino.guru
