The player from Germany has deposited money into casino account but the funds seem to be lost. We rejected the complaint because the player didn't respond to our messages and questions.
Hello,
I made a deposit of 50 euros last week, on Thursday, June 30th, 2022. This was done via Klarna/Sofortüberweisung. The money was deducted directly from the bank account.
However, the money was not credited to my player account. However, after a phone call to Klarna/Sofort, the money was successfully transferred to the casino.
Now I've been waiting for my money for over a week, which I deposited but it's not in my player account.
Dear Tobias111,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that your deposited funds have never been credited to your casino account.
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.
Could you please advise if it was your first deposit in this casino?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Hello,
my first deposit was on 3/17/22.
All by direct transfer and successful.
I fully understand your frustration, Tobias111. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 20 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.
Hello Tobias111,
Have there been any developments since our last conversation, please?