The player's deposit was not credited to his casino account. The casino checked with the payment provider but the funds had not been received on their side. The player was asked to check the transaction with their bank. Upon doing so, the bank reversed the amount and it was credited to the player's account, so the issue was resolved.
Nomini Casino - The player's deposit was not credited.
Amount: €131
Nomini Casino
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8.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello folks,
I deposited the mentioned amount exactly 1 week ago and have not received a credit to my account from the casino. The debit at my house bank went through and I immediately sent the casino the requested screenshot of the Giro Pay transfer. To this day I am put off by the fact that the missing deposit is checked with their payment provider. Something like that can't last 7 days and I'm slowly getting impatient.
Thanks for your help
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2 years ago
Dear Gambler82,
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 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.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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2 years ago
Translation
Hello,
In this case it is the casino's payment provider and not my bank.
The money was definitely credited to the payment provider. I have provided the casino with the transaction details (purpose of dispatch, etc.) as a screenshot for verification.
I don't understand why such a check between the casino and their provider can take so long.
I'm not getting any replies to my emails either. I sent this to their support days ago.
Thanks for the help but I haven't had such a problem with any of the casinos so far.
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2 years ago
Can you please clarify when exactly did you forward them the payment confirmation? Based on our experience it might sometimes take even a month to credit a miss placed deposit as it might take a little while to link the payment to the player.
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2 years ago
Translation
Hello Nick,
I got the payment confirmation on the same day, 30.09. provided.
The casino last contacted me on Friday, October 7th, with the information that they had written to the payment provider again.
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2 years ago
Dear Gambler82,
Based on our experience, crediting a miss placed or lost deposit might take up to even a month to resolve as it usually depends on the response time of the payment providers. As you did the deposit for over 2 weeks ago, I would definitely recommend to wait only for at least a week more. If the money still won't appear on your account we will definitely intervene.
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2 years ago
Translation
Hello Nick,
It's been 3 weeks now and the casino hasn't contacted me for a week, despite asking via email.
Could you please get in touch with them. I thank you for the help
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2 years ago
Thank you Gambler82 for the update. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello Gambler82,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Nomini Casino to join the conversation and participate in the resolution of this complaint.
Dear Nomini Casino,
Can you please provide an update on the status of the player's deposit?
Kind regards,
Adam
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2 years ago
Good day,
Thank you for reaching out. We completely understand how frustrating this situation is and you can be sure that we are doing our best to solve it.
Unfortunately, we did not receive the results of the investigation from the payment provider yet. We have sent them a reminder and we hope the issue is going to be cleared soon. We will update you as soon as we get any news.
We appreciate your patience and cooperation.
Sincerely,
Nomini
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2 years ago
Good day,
Today we were informed by the payment provider that they did not receive funds on their side. The transactions is recorded as failed due to an error "response failed".
Therefore, we kindly ask the customer to contact their bank to check the status of the transaction.
Please feel free to contact us if you have any questions.
Sincerely,
Nomini
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2 years ago
Translation
Hello,
However, the money was credited to the payment provider and debited from my bank account. I sent you the screenshot that proves it. I don't know how my bank is supposed to help here exactly. The money was already debited more than 4 weeks ago. The payment provider can see exactly that the money was debited from me and credited to them.
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2 years ago
Translation
@nominiCasino
After consultation with my lawyer, I ask you to send me your answer and also the answer of your payment provider to my e-mail. Thanks
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2 years ago
Thank you all for your responses.
Dear Gambler82,
Could I ask you to please send the aforementioned screenshot showing the amount debited from your account to my e-mail, adam.m@casino.guru?
Dear Nomini Casino,
Could I ask if you are also able to send proof of the failed transaction to the same e-mail address, and also any information that might help the player's bank trace the missing payment?
Kind regards,
Adam
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2 years ago
Translation
Hello Adam,
I have forwarded the screenshot and email history to you. I thank you for your help.
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2 years ago
Hello Gambler82,
I have received the screenshot, thank you for sending it.
We are still awaiting a further response to my last post from the casino. In the meantime, can I ask if you have contacted your bank? It may be worth doing so to help speed up the resolution of this issue, even if it is only for them to officially confirm that the transaction has not failed and been returned. I would suggest contacting them via e-mail so that you can share the response with us and the casino.
Kind regards,
Adam
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2 years ago
Translation
Hello Adam,
I have written to my bank asking them to verify the transaction. I'll let you know as soon as she gets in touch with me
Thanks
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2 years ago
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Hello Adam,
My bank has now reversed the amount and credited it to me.
Thank you again for your help!
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2 years ago
Hello Gambler82,
I am glad to hear that the issue has been resolved and your payment has been located. I will now mark the complaint as 'resolved' in our system.
Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards,
Adam
