The player has deposited money into their account, but the funds seem to be lost. Unfortunately, the player later lost interest in resolving the issue, therefore we rejected this complaint.
The player has deposited money into their account, but the funds seem to be lost. Unfortunately, the player later lost interest in resolving the issue, therefore we rejected this complaint.
The player has deposited money into their account, but the funds seem to be lost. Unfortunately, the player later lost interest in resolving the issue, therefore we rejected this complaint.
Hi there,
The case is a bit older, but I still haven't received my money in my casino account.
At that time I paid in via Neosurf voucher (2x 25 euros) and the amount was never credited to my account. Even after passing on the voucher code, they want to tell me I deposited the money at another casino.
That is even partly true. If you buy a 50 euro credit card, you can deposit 25 euros at one casino and 25 euros at another casino.
When depositing the 2nd amount, I immediately took a screenshot of the code and the deposit and still they wanted to tell me I deposited at another casino.
The money has definitely arrived at the casino because when I deposit via Neosurf it is an instant transaction and the credit is gone from the card. My account still says pending.
I just find it tacky that someone tries to consciously deceive me in order to solve this.
Hallo,
der Fall ist schon etwas älter aber trotzdem habe ich mein Geld bis heute nicht auf meinem Casino Konto erhalten.
Ich habe damals via Neosurf Voucher eingezahlt ( 2x 25 Euro ) und mir wurde der Betrag nie auf meinem Konto gut geschrieben. Auch nach weitergabe des Voucher Codes will man mir erzählen ich habe das Geld bei einem anderen Casino eingezahlt.
Das stimmt sogar teilweise. Wenn man eine 50 Euro Guthabenkarte kauft, dann kann man jewals 25 Euro bei dem einem und 25 Euro bei einem anderen Casino einzahlen.
Bei der Einzahlung vom 2ten Betrag habe ich damals sofort einen Screenshot vom Code und der Einzahlung gemacht und trotzdem wollte man mir sagen ich habe bei einem anderen Casino eingezahlt.
Das Geld ist definitiv bei dem Casino eingegangen denn wenn ich via Neosurf einzahle dann ist es eine sofortige Transaktion und das Guthaben ist von der Karte weg. Auf meinem Account steht auch bis heute noch Pending.
Ich finde es einfach dreißt dass man versucht mich bewusst zu hintergehen um möchte das hier lösen.
Dear DerKoenig,
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 takes one month approximately. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. 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,
Kristina
Dear DerKoenig,
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 takes one month approximately. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. 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,
Kristina
Hello,
I don't understand why it works so easily at other casinos?
There I always just give the code and then add it manually.
Well, the casino got in touch and said I should contact the payment provider and investigate.
Hallo,
ich verstehe nicht wieso es bei anderen Casinos dann so einfach klappt?
Dort gebe ich auch immer nur den Code durch und dann adden die das manuell.
Naja das Casino hat sich gemeldet und meine sich selber an den Zahlungsanbieter zu wenden und nachzuforschen.
The casino said that Neosurf allegedly also said they didn't receive it.
But the question is still how it can be that I deposited there with a voucher code and allegedly nothing was received. Depositing with a voucher code is INSTANT. There is no delay and it cannot be booked back either, the money can hardly be floating around in the universe. As I said, the deposit is also listed as "Pending" in the Acc.
Just a cheek
Das Casino meinte dass Neosurf angeblich auch meinte das es nicht bei Ihnen eingegangen ist.
Die Frage ist aber immer noch wie es sein kann das ich dort mit einem Voucher Code eingezahlt habe und angeblich nichts eingegangen ist. Das Einzahlen per Voucher Code ist SOFORT. Es gibt keine Verzögerung und zurück gebucht werden kann es auch nicht, Das Geld kann ja wohl kaum im Universum umher schweben. Die Einzahlung stehen ja auch wie gesagt als "Pending" im Acc.
Einfach eine Frechheit
Thank you for your reply, DerKoenig. Could you please advise if you have also contacted the payment provider as we suggested?
Thank you for your reply, DerKoenig. Could you please advise if you have also contacted the payment provider as we suggested?
Hello,
yes and i got the same answer. As written above, however, it makes no difference because, as I said, I paid in and the money cannot disappear in the universe.
Oddly enough, this works at other casinos. I give the code and they add my money manually....
Well I think you can close the ticket here. I probably won't get my money anymore.
Hallo,
ja und ich habe die selbe Antwort bekommen. Wie oben geschrieben macht es jedoch keinen Unterschied denn ich habe ja wie gesagt eingezahlt und das Geld kann ja nicht im Universum verschwinden.
Bei anderen Casinos klappt das komischerweise. Ich gebe den Code durch und die adden mein Geld manuell....
Naja ich glaube man kann das Ticket hier schließen. Ich werde mein Geld wohl nicht mehr bekommen.
Do I understand correctly that you are no longer interested in resolving this case?
Do I understand correctly that you are no longer interested in resolving this case?
Exactly I don't see a solution. The casino refuses to credit my money and the provider Neosurf cannot see where the money was paid.
Nevertheless, I consider it a scam because it usually works at other casinos and is done after 5 minutes if I send them the Neosurf voucher code.
Genau ich sehe keinen Lösungsweg. Das Casino weigert sich mein Geld gutzuschreiben und der Anbieter Neosurf kann nicht erkennen wo das Geld gezahlt wurde.
Dennoch empfinde ich es als Betrug da es bei anderen Casinos meistens funktioniert und nach 5 Minuten erledigt ist wenn ich denen den Neosurf Voucher Code schicke.
Thank you for your confirmation. We will now close the complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
Thank you for your confirmation. We will now close the complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
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