Time2Spin Casino - The player's deposit did not arrive.

Hello,

I have made 2 deposits of 100 euro through bank transfer (sofort).

Both of them have been taken from my bank account.

One of the deposits did not reach my account balance.

I have contacted live support 3 times now, where they were unable to resolve the issue.

They told me that they didn't receive the funds, and that I should contact my bank to ask where the money went.

Both of the transactions details show the money was send to the same bank account.

I have send them proof with screenshots but they were still not able to help.

I can provide proof if that is required, not sure if I should add it here.

Maybe someone can help? thanks..

Hello mingfee123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Time2Spin Casino. Please allow me to ask you a few more question before we would move forward.

Did you try to request for a charge back in your bank for the deposit which was not credited? When did the casino receive the payment confirmation from you?

Please note that from our experience it might take up to a 2-3 weeks for the casino to add the balance when the deposit did not arrive properly.

Looking forward to your answer.

Regards,

Nick

Hi,

I didn't ask my bank for a charge back yet, should I try this?

When I contact them through live support, they keep saying that all completed deposits have been credited.

And that my second deposit did in fact not reach them, even though it says it went to them on the transaction details.

I have contacted their live support 3 times now, telling me to contact my bank and ask with them.

Or they said they will check with their financial department and send me an e-mail as reply.

I did in fact not receive any e-mails from them..

Hello mingfee123,

If you have already sent the payment confirmation to the casino and they still refuse to credit it to your account, be sure to try to ask for a chargeback at your bank. If there won't be any update regarding the deposit, we will try to intervene.

Yes I have send them the payment confirmation through live chat and personally to their financial departments e-mail.

I did not get a reply after this nor has my account been credited.

I also checked with my bank and I can’t chargeback because the payment was made through Ideal.

I hope you can help

Hello mingfee123,

When exactly did you make those deposits? Can you please forward the confirmation to us as well for further resolving? If yes, please send it to nikolas.b@casino.guru

Regards

Hi, I have send you a e-mail with the requested information .

I send it to: nikolas.b@casino.guru

Please let me know if you got the e-mail

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, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit 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.

Payment provider, sorry to ask but what does this mean?

Who is the payment provider for this case?

Casino has its hands tied, you are saying they can't do anything?

If this is the case and the issue can't be resolved I would probably let it be and at least write a review.

Their customer support has been very unhelpful and disappointing.

Even to the point where they said they would e-mail me with a response but never did.

By payment provider I mean the bank you used (Sofort). As I also mentioned above, if there has been no update yet, you should probably try the charge back at your bank. Another solution is to wait a little more until the casino finished the checks and will most likely credit your deposit within few days or weeks (it's not guaranteed however)

I have asked my bank (Rabobank), they said chargebacks are not possible.

Also I read on google here that chargebacks through Sofort aren't possible either.

I don't know why you are asking me to wait by the way.

Not trying to be rude but I have contacted their support 3 times, giving me the same answers pretty much and not sending me an e-mail which they said they would.

Also it has been close to a month now and nothing happened so... I really don't expect much if anything at all from them at this point.

Thank you mingfee123 for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it,

Regards,

Nick

Hello mingfee123,

I will assist you from now on with the complaint. Can I ask you for an update on the situation? Since your last reply, did the transaction return to your bank account or did it appear on your casino balance?

Hi,

Current situation is the same as when I made this thread.

I did not get the money returned to my bank nor did it appear in my casino balance.

Hello mingfee123,

thank you for the update. I'll try to contact the casino representative and ask them for help regarding the issue.

In case there is any news about the deposit, please let us know.

We would like to ask the 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, we will close the complaint as ‘unresolved’.

Dear mingfee123,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.