The player from Germany has deposited money into casino account but the funds seem to be lost. Player’s complaint has been resolved successfully.
OhMySpins Casino - Player’s deposits have never been credited to his casino account.
Amount: €150
OhMySpins Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello dear support team,
I made two deposits yesterday (€100 & €50). The money was debited from my account but not credited. I have already sent a bank statement to support. However, I was only put off to wait several hours, after which the chat was ended.
best regards
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1 year ago
Dear Wirgewinnen,
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 deposits have never been credited to your casino account, the only thing you can do is 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, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing 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 they were your first deposits in this casino? Please forward your payment receipts to petronela.k@casino.guru.
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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1 year ago
Translation
Hello,
thanks for the fast respond.
I have already contacted my payment provider. there I was told that the transaction has already been successfully completed and that I need to contact the casino to clarify this. I will email you a receipt of payment.
best regards
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1 year ago
I fully understand your frustration, Wirgewinnen. 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 27 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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1 year ago
Translation
Hello,
then I will exercise a little patience. Thank you once again for your help.
best regards
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1 year ago
Translation
Hello,
I have just received the money from the casino.
best regards
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Wirgewinnen, 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
