SpinBetter Casino - Player’s deposit has never been credited to her casino account.

I deposited €30 on January 2, 2023 and the money still hasn't appeared in my casino account. I have inquired about it via chat, but I have not received any explanation. Is this a scam casino and how can I get my money back.

Dear annelisalecki1,

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 takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. 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,

Kristina

Dear annelisalecki1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have inquired about it from all possible parties, but no deposits have been found. It's a complete mystery when I received another message from Noda about another lost deposit. Apparently I just have to suffer my loss. Thanks for help.

Thank you for your reply, annelisalecki1. If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account or returned back.

Do I understand correctly that you have contacted the payment provider to investigate what happened with your funds? Have you made any successful deposits via this payment method before?

I have paid several times through Trustly, but this payment has been diverted somewhere, which has not been resolved even though I have contacted all possible parties, including this Noda, where the receipt was, but I did not get a response from them either. So the money is lost.

Could you please forward me the deposit receipt? If there is any relevant communication with any involved party (payment providers, SpinBetter Casino), please forward it as well. My email address is kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Here is one payment receipt and a notice that I received after that deposit from a party whose name is Noda and is unknown to me

I am sorry, but I don't think that this is the deposit receipt. Please, correct me if I am wrong, but it seems the screenshot shows that you send money to your Trustly account from your bank account, and not to the casino.

so, as I already said, I had several payments of 30 euros on the same day and I can no longer distinguish which of them has disappeared. However, I do not have a Trustly account, Trustly is a payment intermediary through which the I made the payment. However, this matter does not seem to be resolved in any way, so we have to stop processing it and suffer losses. Thanks for your help.

I understand your point, but if you do not have clear proof that the transaction left your payment method and was at least tried to be transferred to the casino's account, there is not much we can do. Maybe Trustly customer support could help.

Due to the aforementioned reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.