A player from Germany deposited money into their casino account with an immediate transfer. Despite the money being deducted from their bank account, it did not reflect in their casino account. Despite sending the bank receipt to the casino on multiple occasions clearly showing the debit, there has been no resolution. The complaint was resolved as the player's money got credited.
Vegadream Casino - Player's deposit has not been credited.
Amount: €50
Vegadream Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
10 months ago
Translation
Immediate transfer on 06/23/2023
As always, money went straight from the account.
If there was an error should wait until Monday (03/26/2023) I did
of course nothing happened.
Despite sending in the bank receipt several times, which shows this clear debit and also where the money goes (VEGADREAM)
no help until today.
Support repeatedly asks the same nonsense about a statement from 23.06 to date from my whole account (What does my other bank statements do please? Nothing) but I even gave them statements that don't concern them.
Just annoying if you want to play weekends but the immediate transfer is not there 1 week later!
Automatic translation:
Public
Public
10 months ago
Dear abcvollbild,
Thank you very much for submitting your complaint. 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, 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.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
Public
Public
10 months ago
Translation
Hello Thank you for the help and quick response
It just cleared up exactly, the provider was able to find the payment and credit it.
Nevertheless, the support from Vegadream is very, very bad and questionable with the account statement requirements.
Please close
Thanks very much
Automatic translation:
Public
Public
10 months ago
Dear abcvollbild,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Casino.Guru
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