The player from Austria has deposited money into casino account but the funds seem to be lost. The complaint was rejected as we did not receive any response from the player regarding our messages and inquiries.
SpinCity Casino - Player’s deposit has never been credited to his casino account.
Amount: €100
SpinCity Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
hello i have
02/10/23 100 € deposited via online banking. This money was deducted from my account but not credited. I submitted all the receipts for the deposit in the live chat, and it was confirmed over and over again that the finance team had a lot to do and they were taking care of it.
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1 year ago
Dear Rali1994,
Thank you very much for submitting your complaint and forwarding your payment receipt. 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 depositing any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
Could you please advise if it was your first deposit in this casino? Have you contacted your bank already? Ideally, they should 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
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1 year ago
Translation
Hello Petronela
Can you please tell us if it was your first deposit at this casino? Have you already contacted your bank? Ideally, they should be part of the investigation.
Was my first deposit, and yes, according to my bank, the amount was transferred to the provider.
And the casino always responds with the same answer I should be patient but it's been over a month.
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1 year ago
Is there any official statement from the bank that we could use when contacting the casino, please? If yes, you can forward it to petronela.k@casino.guru.
Thank you in advance.
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1 year ago
Translation
Hello, the conversation was directly with the consultant, so the ban is not far away from me. But the screen hit of the deposit should also be enough.
Best regards
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1 year ago
I'm sorry, Rali1994, but we will need an official statement from the bank that the funds reached the beneficiary. Thank you very much in advance.
