The player from Germany had deposited 70€ twice via instant pay and giropay along with their welcome bonus, but the deposit had not been credited to his casino account. Despite multiple communications with support, the issue had remained unresolved. The player had been reluctant to contact his bank due to the sensitive nature of the transactions. We had advised the player to allow the casino a month to investigate and resolve the issue. Before the end of this period, the player confirmed that his deposits had been credited to his casino account. As a result, we had closed the complaint as 'resolved'.
PowerUp Casino - Player's deposits are not credited to Casino account.
Amount: €140
PowerUp Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Hello yesterday i find this Casino at Askgambler
I try this Casino
!!!! Caution!!!
Yesterday 15:35
i deposit 70€ via instant pay+ welcome bonus.
But my Deposit its away from Bankkonto
But not credit from Casino on my Account.
I speak with socrates(support)
He told me,its my deposit 2 hours later nit on my account,please contakt again the support.
2 hours later i speak again with support (Luna)
She told me ,she inform the Relevant Department the Department contact via email
I try again 70€ with giropay +welcome bonus
Again the deposit wasn't credit on play account
I have write complaints and bad notice to Askgambler
And now 14.01.2024 13:06 my deposits are still not credit
I missing
140€
70€x instant pay 15:35
70€x giropay 19:06
I write here because i want Warning
!!!!! CAUTION !!!!
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3 months ago
Dear quartasalvatore748,
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 that takes approximately one month. In these cases, the 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.
- Could you please advise if you contacted your payment providers already? Ideally, they should be part of the investigation.
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 months ago
Translation
Hello
I can't ask my payment provider because I would admit to my bank that I deposited into a Casino Curacao.
I wouldn't voluntarily wake up sleeping dogs, but both amounts have been withdrawn from my bank account and both deposit screenshots have been uploaded.
So the money must have gone out of my bank
If it is the only option, I would rather forego my €140 and no longer deposit in the casino and delete my account there.
So far the problem has only occurred in this casino
But I can NOT contact my bank about this problem
Sorry
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3 months ago
I completely empathize with your frustration and concerns, quartasalvatore748. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 25 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.
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3 months ago
Translation
Hello Petronela
Thank you for helping
But would I really have to wait 25 days?
A complaint would actually be superfluous here. Maan needs help immediately and not after 25 days
Thanks anyway
My two deposits 2x70€ from January 13th, 2024
were in the game account on Monday January 15th, 2024
Why
I don't know if they were credited so late, it only happened in this casino
Additionally, the slots ran pathetically slow and in slow motion. I will close my casino account and no longer play there
Thanks again to Casino Guru
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3 months ago
Thank you, quartasalvatore748, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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3 months ago
Translation
Hello Petronela
The Problem was solved
you can CLOSE THE CASE
Thank you very much Casino Guru
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Automatic translation:
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3 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, quartasalvatore748, 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
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