The player from Germany had had issues depositing money to an online casino. Despite having made the transfers, they had been shown as rejected on the casino's platform. It had been his first deposit, and he had already informed his bank to investigate the issue. The Complaints Team had extended the timeline for resolution by an additional 25 days, allowing the casino a full month to investigate and resolve the issue. Eventually, the casino had confirmed that the money had been successfully credited to the player's gaming account, resolving the issue.
Verde Casino - Player's deposit being rejected by the casino.
Amount: €135
Verde Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
Transfer made, but in the casino it appears as rejected
oc******** 5@gmail.com
player ID
54911378
Edited by a Casino Guru admin
Automatic translation:
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9 months ago
Dear ocete95,
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 that takes approximately one month. In these cases, the 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.
- Could you please advise if it was your first deposit in this casino?
- Have you contacted your payment provider/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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9 months ago
Translation
Yes, it was my first deposit and I already told my bank to investigate it.
Automatic translation:
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9 months ago
I completely empathize with your frustration, ocete95. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 25 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.
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9 months ago
Hello Petronela
Just as player has confirmed, the money was credited onto the gaming account.
Kind regards
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9 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, ocete95, 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
