The player from Germany accidentally deposited an incorrect amount and he would like to refund his deposit. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Slotsberlin Casino - Player is asking for a deposit refund.
Black points: 140
Amount: €700
Slotsberlin Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.5
Slotsberlin Casino has a Safety Index of 2.5, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello guru team. I recently accidentally paid 70 euros 700 euros to the said casino slotsberlin via paysafe stat. Since 4.6.2021 I have been waiting for my money. I don't want any winning money or bonus money but only my own money that I sent incorrectly .Can you help me? Kind regards, Yilmaz K ***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Yilmaz,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please confirm that your deposited amount has stayed untouched?
Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
We received this email from Yilmaz:
"Hello. I can still see the amount on my account. It says that it is accepted to be paid out since June 17th, but nothing happens. I even called the paysafe card team and complained. It doesn't bring up live chat at slots berlin. It's about the matter." to clarify because support is a computer and always writes the same thing. Nevertheless, I have already tried to clarify the matter 20 times via live chat
Kind regards"
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3 years ago
Thank you very much Yilmaz for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated.
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3 years ago
Hi Yilmaz,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Slotsberlin Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
We would like to ask Slotsberlin Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Translation
Thank you Mr. Peter for taking care of it. Yesterday, after more than five weeks later, the slotsberlin casino reported that I should send documents again, although my account has long been verified and the documents that you want have already received ten times but always the same . yesterday I would have to apply for the transfer application again from the beginning. the next thing is to write again it can take 7 to 21 days. forever the same game. a question mr peter. i don't care what it costs now, but i want to do one now and afterwards Malta flies. My question is, can slotsberlin casino be found in malta?
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3 years ago
Hi Yilmaz,
I'm afraid there won't be any response from the casino. Why exactly do you want to fly to Malta? The casino has no license and it would be really hard to find the people behind it even if you had some sort of address. I can only recommend you to play in casinos with a good rating (8+) and a valid license.
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3 years ago
Hi Yilmaz,
I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.
Best regards,
Peter
