The player from Germany had reported a deposit issue with an online casino. Despite a successful transaction via Giropay, the funds had not been credited to his account. He had found the customer service difficult to reach. We had advised him to contact his payment provider, Giropay, for an investigation. The player had followed our recommendation and after communicating with Giropay, the amount was refunded to his bank account within 24 hours. The issue had been successfully resolved and the complaint had been marked as such in our system.
QuickWin Casino - Player’s deposit not credited.
Amount: €2,000
QuickWin Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
Successful deposit made via Giropay. Funds were provably transferred from the checking account, but apparently never received by the provider.
According to the live chat, the funds should have arrived within two hours, but were never credited to my account. Live chat is hard to reach.
Automatic translation:
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7 months ago
Dear Dario1304,
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 it was your first deposit in this casino?
- Have you contacted the payment provider 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,
Kristina
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Translation
Hello Kristina,
Thank you for your message. I will definitely follow your recommendations! To your questions:
- No, it was not the first deposit with the casino provider nor the first deposit via the payment provider Giropay.
- I will then contact Giropay directly and investigate. Do you have a contact for me? However, on the bank statement where the debit is shown, it says Skrill Paysafepayment even though it was made through the payment provider Giropay. How can this be explained?
Thanks in advance.
Best regards
Automatic translation:
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7 months ago
Translation
Hello dear Guru team,
While communicating with you, I contacted Giropay in Germany and after 24 hours the amount was refunded to my bank account. My ticket can therefore be marked as successfully completed.
Thank you and you are great. Keep it up!
best regards
Automatic translation:
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7 months ago
Dear Dario1304,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Kristina
Casino.Guru
