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.
Queenspins Casino - Player’s deposit has never been credited into their account.
Amount: €50
Queenspins Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
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.
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2 years ago
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
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2 years ago
Translation
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.
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2 years ago
Translation
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
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2 years ago
Thank you for your reply, DerKoenig. Could you please advise if you have also contacted the payment provider as we suggested?
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2 years ago
Translation
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.
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2 years ago
Do I understand correctly that you are no longer interested in resolving this case?
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2 years ago
Translation
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.
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