The player from Germany has deposited money into their account but the funds seem to be lost. We rejected the complaint because the player didn't respond to our messages and questions.
Made a qualifying deposit of €10 last night with a 100% match bonus offer. And so far neither the 10 € real credit nor the 10 € bonus credit can be credited to my player account. Several contact attempts via email to the support address or live chat were unsuccessful. No feedback no nothing
Really the last
Dear Graugruenl,
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 which 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.
Could you please advise if you have contacted your payment provider/bank already? If there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.
As I mentioned earlier, if a deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not a receiver.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Yes, the money was successfully transferred from my bank account!!!!!
Furthermore, I still got zero reaction from the casino support itself. Neither by email nor via live chat!!!! What an absolute cheek. I contacted the live chat every day and have written 40 emails since then.
I really don't want to send a bank statement here. Have you ever contacted the casino regarding my request? Or already be able to communicate with them? Only when they have had contact with them and they claim that I have not paid anything in. Only then do I agree to send the required extract
Dear Graugruenl,
I haven't contacted the casino yet. As I mentioned earlier, if the money got lost during the transaction it will take some time till it's credited to your casino account or returned to the bank. Moreover, I do not need the entire bank statement, only a screenshot of the specific transaction is required for now.
However, the only recommendation, for now, would be to wait. Given that it's less than a week now since the unsuccessful transaction (28/01/2022), I will set the timer for additional 21 days and if there's no development by then, we will intervene. Thank you very much in advance for your patience.
Hello Graugruenl,
Have there been any developments since our last conversation?
Dear Graugruenl,
Were your deposited funds credited to your casino account already? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.