The player from Germany deposited funds to his gaming account, but the funds were not credited to his balance. The casino later investigated the issue and was able to locate the payment. The player's deposit was successfully credited to his account. The issue was apparently caused by an error on the payment provider's end.
Sol Casino - The player's deposit never arrived.
Amount: €20
Sol Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I paid € 20 by bank transfer. I have been waiting for 7 working days for the money to be credited to me. Allegedly is at the finance department for examination. Sent screenshots of my transfer, but the casino refuses to credit me.
Automatic translation:
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3 years ago
Hello Heiko,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue. Please allow me to ask you a few more question before we would move forward with the case.
Could you please advise what payment method did you use to deposit? Have you ever made a deposit into this casino? Did the casino explain what might cause the issue?
Also please if you have any screeshots supporting this case please send it to nikolas.b@casino.guru.
Looking forward to your answer and I hope we will be able to help you resolve this case.
Regards,
Nick
Casino.guru
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3 years ago
Translation
Have already paid in with Mastercard worked. I also paid out also worked. I made this € 20 directly by bank transfer, so to speak, and have now been waiting for 8 days for the money to be credited to me
Automatic translation:
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3 years ago
Thank you Heiko for providing additional information regarding the case. I will now forward your complaint to my colleague Andrej who will be assisting you from now on.
Wish you best luck.
Regards,
Nick
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3 years ago
Hello Heiko004!
Thank you for your message.
I have investigated the issue. The delay was due to the wrong transaction status, which was given by the payment provider and we didn't track your deposit. We've received confirmation of success after multiple requests and finally, the deposit in the amount of 20 EUR has arrived at your Casino's balance.
We apologize for any inconveniences you've faced. Henceforth, we will try to resolve such issues more quickly.
Thank you for understanding.
Have a good one,
Alex,
Casino Representative.
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3 years ago
Thank you, Alex and Sol Casino, for informing us. We’re glad to hear the good news.
Dear Heiko004,
Could you please confirm that the amount has been successfully credited to your account and the issue is, therefore, resolved?
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3 years ago
Translation
Yes has been credited thanks for the help
Automatic translation:
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3 years ago
Thank you, Heiko004, for confirming and for using the Casino Guru complaint resolution center. I’m glad your deposit was successfully credited to your account. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
