The player from Germany had an issue with a deposit of 50 Euros from his N26 account to an online casino. The deposit had been rejected by the casino without any explanation, and the funds were not credited to his player account. The player had to contact his payment provider to get the money returned. The player reported the issue to us, and we had suggested he wait for the payment provider's investigation. The player later informed us that the money had been returned to his casino account, marking the issue as resolved.
Richard Casino - Player experiences an issue with depositing in the casino
Amount: €50
Richard Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
Hello Casinoguru Team,
I'm having yet another issue with making a deposit into your supposedly great casino...
I transferred 50 Euros in real time from my N26 account. But unfortunately, the money has not been credited to my player account. Instead, the deposit was rejected without any explanation. What is this all about? Now I have to chase after my money to get it back. Can you help me solve this problem?
Thank you very much for your help.
Best regards,
Alex
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8 months ago
Dear Sandor,
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 might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.
I’m sorry we couldn’t be of much help now. 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,
Tomas
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8 months ago
Translation
Why should I contact the payment provider if the casino rejects the deposit? That's their job to take care of where the money is. After all, they rejected it without giving any reasons.
This is neither customer friendly nor anything else. A really bad casino
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8 months ago
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Hello Casinoguru team,
I have now dealt with the financial service provider myself, so the casino received the money but rejected it. The financial service provider refunded me the money. So that's what it said in the email. There's a lot that can be said. As long as this isn't clarified, the complaint remains open .And I think it would be nice if the casino at least apologized. They rejected it for reasons that no one knows.
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7 months ago
Dear Sandor,
I'm glad to hear your money was located and returned to you. 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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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7 months ago
Translation
We reopened the complaint after we received the following message from the player:
"Hello, where does it say the money has been returned? The money hasn't reached my account yet so this complaint isn't resolved..."
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7 months ago
I apologize for the misunderstanding, Sandor.
You wrote:
"Der Finanzdienstleister erstattet mir das Geld. Also so stand es in der Email."
Could you please forward me the email you received? My email is tomas@casino.guru
I'll await your reply.
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7 months ago
Translation
I will forward you all messages with the financial service provider
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7 months ago
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Hello Tomas, I forwarded it to you. Please give me feedback if something is unclear or you need more information
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7 months ago
I've received your email.
I can see the casino issued a refund of your deposits in response to the situation.
I would like to emphasize refunds issued by the casino might take longer than a regular withdrawal, so I'll set the timer for 14 days. I am confident the money will reach your bank account eventually.
Please inform us when the money reaches your bank account, or if you require any further assistance.
Thank you for your understanding.
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7 months ago
Translation
Hello, the money was not transferred to the account but to the player account, so the matter is settled for me
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7 months ago
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Please keep the complaint open or I will create a new one. Now the next deposit has not been booked despite real-time transfer. So I'm slowly getting fed up...
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7 months ago
I understand. I am glad your deposit was found and credited to your casino balance. 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,
Tomas
Casino.Guru
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