The player from Germany had issues with deposits. His three deposits totalling €100 hadn't been credited to his casino account, despite him providing the necessary documents. He stated that customer support wasn't responsive. We advised the player to contact his payment provider to investigate the issue. We also recommended him not to deposit any more funds until the issue was resolved. The player later confirmed the issue was resolved.
NineCasino - Player’s deposits have been delayed.
Amount: €100
NineCasino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
I have been waiting for about a week for two deposits totaling 60 € (35 € + 25 €). Additionally, I attempted to deposit another 40 € via a paysafecard the day before yesterday. Once again, the money has not been credited to my account. My inquiries via live chat and email to support have been fruitless, except for being asked to wait for a corresponding email as my case is being processed. Although I inquire at least once a day, nothing is being done. The casino is withholding 100 € from me even though I've submitted all the documents they would need (transaction ID, screenshots, etc.).
I ask that you assist me as quickly as possible, as the casino is completely passive and shows no interest in making my money available to me.
Automatic translation:
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2 months ago
Dear christianmirass,
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 or refunded to your e-wallet/bank 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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2 months ago
Translation
Thank you for your message! I have had similar problems with another casino. However, the problem was solved there within a few days. In addition, the problem has never occurred when making a deposit using paysafecard, and so far never with this casino. I have provided the casino with all information, especially the payment confirmation. Since everything is listed in such detail here, I can't imagine that it would be particularly complicated to assign an incoming payment to a specific account. The casino doesn't even claim that. In the live chat I am always told that the team responsible for this is currently so overloaded. Of course I won't be making any deposits now. I just don't understand why the casino would put up with alienating a customer.
Greetings Christian
Edited
Automatic translation:
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2 months ago
I fully understand your frustration, christianmirass. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 14 days to allow the transaction to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.
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2 months ago
Translation
Hello, the matter is now settled as the casino has credited me with my money. Thanks for the help and kind regards Christian
Automatic translation:
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2 months ago
Dear christianmirass,
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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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