The player from Italy has deposited money into casino account, but the funds seem to be lost. The player did receive a refund of the lost money and the complaint is resolved.
ZetCasino - Player’s deposit has never been credited to his casino account.
Amount: €30
ZetCasino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
A week ago I deposited € 30 with my card. Payment was successful and money never credited. I have the movement on the bank statement. The customer service admits that the deposit was there but insists on telling me that "you have to wait for the department in charge to respond". This is called stealing ....
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3 years ago
Dear Marco,
Thank you very much for submitting your complaint and forwarding your payment receipt. I’m sorry to hear about the issue.
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, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
Could you please advise if you contacted your payment provider already? Ideally, they should be part of the investigation.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello. Thanks for the reply. The payment service provider has booked and confirmed the payment to quickbit.com (SWE). The transaction was successful, also because I received 2 sms at the time of payment: one with the 3D secure code to confirm the transaction and one after making it confirming the payment to your provider. I repeat: they 100% confirmed the payment to quickbit.com and even advised me to block the card and file a complaint.
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3 years ago
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To conclude: quickbit is the provider you rely on to receive payments. If these are not credited to you, it is certainly not your customers' fault.
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3 years ago
Thank you very much, Marco, for your reply. As I mentioned earlier, if the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account.
I will set the timer for additional 7 days and if there's no development by Wednesday next week, we will intervene. Thank you very much in advance for your patience and understanding.
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3 years ago
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Hello.
Absolutely nothing. Customer support dismisses me with a very annoying and annoying standard message. I think I will resign myself to having lost 30 € .... It's really shameful.
PS turning the web I saw that other users have the same problem with this mess.
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3 years ago
Thank you very much, Marco, for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Marco!
From now on, I will be taking care of your complaint. I would like to invite Zet Casino's representatives in order to help us find solution for your issue.
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3 years ago
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Good evening Martin. Thank you. The situation is truly embarrassing. I just don't understand how it is possible to lose money during such a transaction. 3D secure code, confirmation sms on the phone, confirmation via the bank's app, transaction confirmation email ... For € 30 they are completely losing credibility
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3 years ago
Dear all,
We are sorry for the inconvenience caused.
The matter has already been addressed with the payment provider and we are awaiting an official reply from their side regarding the deposit.
Once we receive such, we will immediately notify the player.
Kind regards,
ZetCasino Team
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3 years ago
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This is what zetcasino has been repeating to me since April 13 ...
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3 years ago
Hello Marco!
Please, as Petronela mentioned before, situations like these take some time to resolve. The good thing is, that the casino is already trying to address the situation and is willing to communicate.
I would suggest, that we should wait for the casino to inform us when there will be any update.
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3 years ago
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Good morning. I just received a refund on my € 30 card from quickbit. The situation is therefore resolved. Thanks for your help. I would like to ask if you can help me with another problem on another casino.
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3 years ago
Hello Marco!
I am glad to see that your issue with Zet Casino was resolved, if you'd like to address a new complaint with a different casino, please submit a new complaint, we will be happy to assist you with your issue once again.
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
