The player from Germany has deposited money into his account but the funds seem to be lost. Both deposits arrived with a major delay.
Playamo Casino - Player’s deposit has never been credited to his casino account.
Amount: €50
Playamo Casino
Safety Index:LowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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3 years ago
Translation
Hello,
I have on 04.04. In the casino 2 deposits a 30 + 20 € made, both of which were not credited to me. Although I immediately sent screenshots of the transfers, nothing was done by the casino. After 2 weeks I created 2 inquiries at my bank, each costing me 15 €. This research has shown that my money was properly returned on April 6th. Received by the casino's payment provider. I confronted the casino with this and told them to finally vouch for my deposits and the fees for these orders because it was their fault. The only thing that has happened so far is that I was credited with the € 30 of the 1st deposit today, but they refused to pay the fees and they still claim that the 2nd deposit did not arrive. After almost 3 weeks. I ask for your help in this case
Automatic translation:
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3 years ago
Dear Mario,
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, the casino has its hands tied and I don’t believe that you would be entitled to any refund of the fees. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
Could you please forward the payment receipt 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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3 years ago
Thank you very much, Mario, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Mario,
I looked at your complaint and will do my best to help you. I would like to invite Playamo Casino into this conversation. Casino, can you please specify what is the problem with the player’s deposit?
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3 years ago
Translation
The response from the casino when I invited you here: We ask that you conduct this conversation appropriately. Please note that we can only provide support for problems that occur on our website and that we do not interact in a third-party forum; all communication is reserved for our live chat and our e-mail department.
Sincerely, casino support team
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2 years ago
We would like to ask the Playamo Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
Hello,
Both deposits arrived with a major delay, on April 21, 2021 04:30:43 and on April 23, 2021 15:28:58
We are sorry for the delays caused by the payment provider.
However, the casino will not refund any fees that cost the customer to investigate the payment delay with the bank, because for these kinds of situations we always happy to help via LIVE-chat and email support, which we did and in this case, it would cost nothing to the player.
We are hoping for your understanding.
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2 years ago
Translation
I can confirm that the two payments were credited 3 weeks late. But it's not okay that the fees weren't refunded, the "help" in the chat was a joke. It was always just me to wait. And there is no redress from the casino for the problems! I am very disappointed with this and will never visit this casino again. Thank you anyway for your support.
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2 years ago
Dear Mario,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
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