The player from Germany has deposited money into his account, but the funds seem to be lost. We rejected the complaint because the player didn't respond to our messages and questions.
I deposited €50 twice and both times the money was not credited to my account
Dear Bilal,
Thank you very much for submitting your complaint and forwarding the payment receipt. I’m sorry to hear about the issue.
I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is 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? They need to 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,
Petronela
Yes the bank approved everything and transferred it to the casino
I fully understand your frustration, Bilal. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 21 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.
Hello Bilal,
Have there been any developments since our last conversation, please?