The player from Germany deposited 200 Euros, which had been debited from her account but not credited to the casino. After she contacted support and was told to wait 72 hours, she was still awaiting her deposit. We recommended she contact her payment provider for an investigation, as the casino is typically unable to intervene in these cases. However, we received no response from the player despite extending the response deadline, so we were unable to proceed with the investigation. As a result, the complaint was rejected.
Verde Casino - Player's deposit has not been credited to her casino account.
Amount: €200
Verde Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
6 months ago
Translation
Hello, I deposited money on 14.10.23, a total of 200 Euros. It was debited from my account but not credited to me. Consequently, I contacted support, who told me I had to wait 72 hours, as it can take that long. When it was not credited after 72 hours, I contacted support again and they forwarded all documents with my deposit proofs to the finance department.
Since then, I've been fighting for my money. I'm always just pacified and told that everything is being processed. I don't believe that.
I want my money back.
Automatic translation:
Public
Public
6 months ago
Dear antonellapische1908,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Veronika
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