The player from Germany deposited 10€ via Giropay on 02/06/24, which was debited from her bank account but not credited to her casino account. Despite providing proof of the transaction and contacting support, she kept receiving the same response with no resolution. The Complaints Team advised her to contact her payment provider for an investigation. Eventually, the issue was resolved, and the amount was credited to her player account. The complaint was marked as resolved.
Verde Casino - Player’s deposit not credited.
Amount: €10
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
4 months ago
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5 months ago
Translation
Hello,
On 02/06/24, I made a deposit of 10€ via Giropay. The money was debited from my bank account but was not credited to my player account.
About half an hour later, when my deposit was marked as 'failed' in my account, I contacted support and explained my issue to them.
I provided a proof of booking with a screenshot, which was forwarded to the appropriate department.
Since then, I have been repeatedly asking for updates on the status of the review, and I keep getting the same response...
Here is a small excerpt: 
Automatic translation:
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5 months ago
Dear mietz88,
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
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5 months ago
Translation
Hello,
My case has been under review by the casino's finance department for almost 6 weeks.
The amount was debited from the bank account and has not yet been transferred back to the bank account.
The money must have gone somewhere 🤷
Automatic translation:
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5 months ago
Translation
Yes, the problem has been resolved and the amount has been credited to my player account.
Thanks to Casino Guru 😉
On the one hand, it's a shame that I had to contact Casino Guru to get my contribution!
Automatic translation:
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4 months ago
Dear mietz88,
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
