The player from Germany had his funds vanished from the account. Player’s complaint has been resolved successfully.
Touch Casino - Player’s active balance has disappeared.
Amount: €1,461
Touch 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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
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1 year ago
Translation
Hello everyone !
I deposited €51 at Touchcasino on 02/10/23 and took a 100% bonus, so far so good 😃
When I still had about €70 to wager , I played Bigger bass Blizzard for €1.20 and suddenly my balance was €0 instead of €1461 after wagering in the game.
I refreshed the page and went to my profile, the wager was over but my money (€1461.56) is still shown as bonus money and as soon as I enter a game it says €0.00 in the game balance.
I contacted the support and they said they couldn't explain why and they said I would get an email about this shortly.
I haven't played any forbidden games and I haven't violated Maxbet, all the games I've played have been reopened because I thought I might have closed a game too quickly, but it didn't do anything.
Today I logged in to Touchcasino again and my bonus balance of €1461.56 is gone from my account, the support is brushing me off and can't give me an explanation...
I have screenshots of all conversations, deposit, game history, balance.
I ask for help 😕
Best regards
Neki69
Many thanks for the help
Automatic translation:
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1 year ago
Dear neki69,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru? Please confirm that you haven’t provided access to your account to anyone else.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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1 year ago
Translation
Hello Petronela,
Thank you for the quick reply 🙂!
I just got an email from Touchcasino that my money was manually credited and I've requested a withdrawal.
I'll get back to you as soon as I've received the payout and then the case can be closed.
Automatic translation:
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1 year ago
Yeay. That was fast. Please keep me informed about any further developments. Thank you in advance.
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1 year ago
Translation
I got my money from Touchcasino, thank you very much!
Automatic translation:
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, neki69, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
