Winlandia Casino - Player's deposit hasn't been reflected in casino account.

Hello. Guru

I have just deposit 250kr via promotion my money was taken from my bank. But did not go in the casino account deposit/bonus

I have try too contackt the casino but with no luck.

I need help from the Guru s Team

Dear mali4ubaby213,

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

i have deposit on this casino when i sign up at feb 29 2024 i deposit 500kr and got my welcome bonus 100% 500kr

i did not have any problems the money and the bonus was credit i deposit via Mobilpay

this is my 2nd time deposit at march 8 when i got an email about this promotion that there is a bonus up too 250kr

i deposit same like i did my first time. but the money was not credit/bonus

i gave all the proof too the casino. but with no reply at all..

one of my friends has also had this problem with there sister site playtoro and he gave his proof and got help from here he resevied the money fast he did not get any reply on that casino as well

the money has been taken from my bank when i deposit using mobilpay but was not credit on my casino acoount/bonus money as well

i have deposit with mobilpay everytime on bigger casinos like Mr green Leovegas, Danskespil and many more i have always got my money in my casino acoount..

i need reply from the casino i want my money on my acoount/ bonus money

the Casino has just reply me with this messenge...

Hi Rade,

Welcome to the Chat!

My name is Sofus and I am here to help you with your bonus and disappearing deposit.

I hope you are doing well.

I'm terribly sorry for the late reply, I hope it wasn't too much of an inconvenience. Our chat function works like Messenger and WhatsApp, so we can only respond when we are online.

I have looked at your account, Rade, and I cannot find any deposit for DKK 250.

However, since you have passed me an account statement, I have escalated the matter for further checks

In some cases, the funds will also automatically bounce back to the account when it could not be completed. As soon as there is news, you will be notified by e-mail.

I hope this helps and I'm sorry if it causes problems for you.

As always, feel free to contact us if you need anything else.

I wish you good luck!

But the money was taken from my Bank i deposit 250kr via Mobilepay i have also Emailed Mobilepay about this too see what they say.. this is so weried... it did went thru since the money deducted from the bank

Mobilepay emailed this

Hello

Sometimes it makes reservations so that the money is not available in your account, but without being withdrawn.

You can check whether a reservation has been made or whether the money has actually been withdrawn. Regardless, it is the casino side that must send the money back or cancel the reservation.

With kind regards / Best regards

Gry

MobilePay Support

The money has been deducted from the bank

So its the casino...

Hello

I have been in contact with MobilePay. Since the money is as reserved in my account. The Casino should go in and delete it so I can get my money back. If they don’t wanna add the Money to my casino acoount with the bonus

?

Hello, the reservation is no longer there, so the money has been withdrawn..

I just checked my bank.

Also check the casino account which is still not added..

Here is a before and after screenshot

I want my deposit / bonus if not then my money back i have still not heard from them on email.. This is now day 5.. I need answeres 😕

Dear mali4ubaby213,

Once you forward the payment confirmation to the casino, it might take up to 1-3 weeks for the casino to locate the lost funds and add it to your account so I can only recommend to wait.

Please let us know in case of any update.

I have forward the payment confirmation with screenshot to the casinos live chat im wating for a reply.. Since they don't reply me on email..😕

As you can see😕

still nothing..

they keep saying that I will hear from them by email when there is more.

funny enough when I wrote to them by email 2 times that my deposit didn't go through and gave them proof

I didn't hear from them. had to contact them on live chat to find out what's going on

I need your help guru' maybe they are misunderstanding me, it's been 1 week now...

I got hold of the deposit method where I paid and got to confirm that the transaction is reserved and that it is up to the casino side to return my money or delete the reservation in order for me too get my money back, that I should keep an eye on the transaction but the reservation disappeared, which means they got the money after all..

the transaction change from reserved to paid after 3 days after i deposit... any help please 🙁

Dear mali4ubaby213,

As stated in my previous post, such issue takes 1-3 weeks to resolve on the casino's side. Please let us know in case it would take longer. Until then the timer will be set on you.

Yeah you told me that on your previous post. In 2 more days then we are at week 2. Still nothing just keep getting the same reply no Update yet on there live chat that i Will hear from Them on e-mail when there is more.

like i mention march 8 when i deposit. And the Money was not credit. I wrote 2 emails that same day never heard back from them on e-mail.. had too go too there live chat and send all the same like i did on e-mail then wait 9 hours to Here back from Them on live chat they keep saying the same.. hope sooner i Will get help from guru..

4 days left then its been 3 weeks...

Still nothing yet.. This is not normal at all

.......

i have also just contacted the Danish gambling authority about this issue and gave them all the proof from mobilepay my deposit plus what mobilepay reply back to me screenshots from the casino hope they can help as well since i don't fell im getting any help at all..

Hello mali4ubaby213,

As the location of the funds seems to take a while, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will try to get in touch with the casino to get some updates regarding the case.

Wish you best luck resolving it.

Regards,

Nick

Okay Nick. Hope also it will be resolving soon!!

Hello mali4ubaby213,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Winlandia Casino to join the conversation.

Dear Winlandia Casino,

Can you please provide more information on why has the player's deposit been not credited to their casino account?

I want my Money credit Winlandia Casino

i deposit 250kr on march 8 with a promotion with a bonus up too 250kr How Long Can it take ?? Its been over 3 weeks..

i gave you all the proof even the payment confimation credit my deposit of 250kr plus 250kr bonus i deposit with the promotion hope this get fix soon.. we are taking since march 8😟

Hi there,

I am sorry about this issue. Please let me check this up internally and I will get back to you shortly.

Best,

/Christoffer

Have you checked? Whats the status hope this get fix soon......😟

Hi there,

How are you?

This is the latest response i got from our support team:

The missing deposit is already escalated to the relevant department but they were not able to locate the missing deposit, we are following up to request a screenshot showing reference number and bank statement and will update you on this asap.

Best,

/Christoffer

I have send it on e-mail

reference number and bank statement 

i have sent all proof winlandia send an e-mail last night asking for that

I have sent everyrhing What is the status??

?????

Hello. Casino Guru & Winlandia Casino

I just got a reply via email from Winlandia Casino

I have made a mistake. I came to pay into my girlfriend's account

instead of my own. I must have been very confused and must have forgotten to log out of her account before making the deposit

I have given you evidence from mobilepay

receipt of payment with reference number and account statement from my bank showing the deposit. my girlfriend has just logged into her account and can see that the money is on her account, 250 kroner But without bonus. she can't play because it says she needs to contact support I don't know what's going to happen now. I am very sorry for my mistake :🙁we are wating for a reply on email from the casino i must have been confused when i was with her that day and we want to play 🙁

Dear mali4ubaby213,

I recognize that errors can occur since we are only human, but it's crucial for you to realize that most casinos strictly prohibit funding casino accounts through third-party payment methods. Each player must use a payment method registered in their own name to add funds to their casino account.

Dear Winlandia team,

Since the player has acknowledged mistakenly depositing funds into their girlfriend's account, what steps can be taken to rectify this? Alternatively, what do you suggest as a suitable solution to resolve this situation?

Hi Michal and Mali4ubaby213,

I fully agree with Michal on the above as from our perspective, this is a no-no:

"I recognize that errors can occur since we are only human, but it's crucial for you to realize that most casinos strictly prohibit funding casino accounts through third-party payment methods. Each player must use a payment method registered in their own name to add funds to their casino account."

I will have a discussion with our support and see how our policy applies to this case.

Best,

/Christoffer

Hi Michal and Winlandia

I know that. I never wanted to deposit too my girlfriend s acoount as i know how the rules are

Each player must use a payment method registered in their own name to add funds to their casino account i know this i have never done this before. It wasn't meant to be, it was by mistake

I thought I had closed out of her account 🙁🙁 Whats gonna happen now?

My account is verfried on winlandia so its my girlfrinds also

Can the money be sent back to me or can we play them on my GF s account?

I have given you the evidence of all the information

Bank statement. Recept from deposit

I have wrote to casino on email but with no reply back yet

Even my gf has wrote too them she has not got a reply back yet also about my mistake she can see the money but when she try to open a random game a pop op says contect support im very very sorry it was a big mistake 🙁

Dear Winlandia team,

Thank you for your response, I trust a suitable consensus will be found to settle the situation.

Dear mali4ubaby213,

I sincerely believe this was an unintended error on your part. I think that either returning the deposit to you or transferring the already deposited funds from your girlfriend's casino account to your casino account are some of the possible options. However, the final decision lies with the casino team to confirm the feasibility of these options. While strictly technically speaking the casino isn't obligated to process a refund in situations like this, given Winlandia's reputation for fairness, I trust that the team will try to find a suitable resolution.

The Message My GF Send to Winlandia.

Hello Winlandia

My boyfriend, Rade Kostic, has been a bit confused and has come to make a deposit on my account, with his MobilePay. It says I can't play so I want to know if there is an option to open it, or get the DKK 250 moved to his casino account?

My account username is Wolle4215

Sincerely, Ida Christiansen

[Winlandia live chat reply to my GF with this Message.]

Hi Ida and welcome to the chat! My name is Bastien and I will help you today.

There is a gaming related restriction on the account and I have escalated it to look into it. When there is an update, we will contact you again via email.

The money is no longer there On My GF's Account???

What is going on..

I have check to look at my account they are not there also

This is so Strange

🙁🙁🙁

Winlandia casino has just email me this Message

Dear Rade,

Thank you for contacting us.

I hope this email finds you well. 

As per the relevant department, we have issued a refund for this transaction.

Please note that you shouldn't be sharing your payment details to avoid any account restrictions.

If you need anything else or have any other questions, we’re here to help via email or our Chat.  

Best of luck and have a good day. 

Hi Rade and Michal.

Great, then we finally managed to sort this one out.

Have a great week ahead.

Best,

/Christoffer

Hi Christoffer and Michal.

(Great, then we finally managed to sort this one out.)

I'm glad we sort this out

Do you know how long it wil take before i see the money in my bank how long is process of a refund

And good week ahead to u too.

Sincerely, Rade

Dear All,

I'm glad the situation could be worked out. I want to thank the Winlandia team for their fair approach.

Dear Mali4ubaby213 / Rade,

Typically, the refund is processed and credited back within a few business days, so I kindly ask for your patience.

Please inform me upon receiving the funds so that I can mark this complaint as resolved.

I want to thank the Winlandia team & Casino Guru Team

For both cooperation glad we found a solution!

( I Will Update you Michal when I receive the funds )

I have just receive the funds!!!

You can mark this complaint as resolved

Once again thanks for both cooperation Winlandia team & Casino Guru Team 🙂

Dear Mali4ubaby213 / Rade,

I'm glad to hear that you successfully received the funds. I'm sure you're already aware, but please ensure that you only deposit money into your own casino account. Any similar situation in the future may not have a happy ending like this one.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru