The player from Germany encountered issues with a recent deposit, which had been debited from his account but not credited to his casino account. Contacting customer service resulted in unhelpful, standardized responses, leaving the player frustrated and questioning the situation. The Complaints Team advised that the player should reach out to his payment provider for further investigation, noting that this process could take approximately one month. However, due to the player's lack of response to follow-up communications, the complaint was ultimately rejected.
Winsane Casino - Player's deposit is delayed despite being debited.
Amount: €200
Winsane Casino
Safety Index:HighSafety Index
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8.2
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 weeks ago
Public
Public
1 month ago
Translation
Hello,
Yesterday, I deposited money at this casino. The money was debited from my account, but it was not credited to my player account. I contacted customer service and was very disappointed. I've been a customer for a while, and I've had several transactions that always went through. I find this very poor customer service. In my first contact, I only received a standard response, and the second time, after several hours had passed, I received the exact same reply. They said the payment is pending and that nothing can be done right now. So, I have to wait. But how can the payment be pending if it was already debited from my account? Not even an attempt was made to find a solution, and I find that completely uncooperative. I'm wondering if the fact that the money hasn't been credited constitutes embezzlement. It seems like the casino isn't interested in finding a solution, given the standardized responses.
Maybe you can help me.
Regards,
Automatic translation:
Public
Public
1 month ago
Dear olco,
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
