The player from Germany deposited funds into casino account. Unfortunately, the account was inaccessible. Based on the payment method used and the player's country, the player was asked to request a new password in order to reactivate the account. The player followed the instructions and later confirmed the account is unblocked. The complaint is resolved.
Zinkra Casino - Player is struggling to access casino account.
Amount: €20
Zinkra Casino
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7.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Money of 20 euros was paid in via Trustly, which I can't access. I paid in 20 euros and then I emailed my place of birth, place of birth and phone number. A verification email came up that I couldn't confirm, after which I wanted to log in to gamble away the money but see there as soon as I press log in Trustly opens and I have no way to get into my account. I've had a problem with a similar casino principle where you can gamble away the deposited money directly... who thinks I just want mine money back please help asap
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2 years ago
Dear helfdee,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your deposited funds or your account was never accessible at all? Have you completed any account verification or sent any documents were requested from you?
Furthermore, if there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
So I'm on the site, because Stande then deposit via trustly I then made 20 euros, everything worked out, the money was withdrawn from the account and then I was forwarded that I enter my email Nationality Place of Birth Date of Birth Tele: to complete my account. Everything was filled out correctly, then I received an email with verify, I clicked on it and then the page opened with my account not being verifiable. I then contacted support, who sent the pictures and described the problem, unfortunately, support couldn't help me either, so "was forwarded" exactly, so I could never access my account or see the money I paid in, support said they couldn't See error why I can not access my account please refund money.
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2 years ago
I see. Could you please forward your payment receipt? Thank you very much in advance.
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2 years ago
Thank you very much, helfdee, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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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2 years ago
Hello, helfdee,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Zinkra Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Zinkra Casino Team,
Could you please state the reason why the player is not able to access the account? Where could the problem be? Can you please help us with resolving this issue? Will the player's balance be returned to the used payment method?
Thank you in advance for providing the information.
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2 years ago
Hi Helfdee,
This is Chris from Zinkra Casino.
I just recived this info:
"The player registerred with PaynPlay and deposited with Trustly, since Trustly have stopped PnP for Germany under the MGA license the player just need to request a new password in order to reactivate the account under the normal regustration site. A email was sent out in regards to this on the 3rd of march informing all affected players."
Thank you very much, helfdee, for providing all the necessary information. I will now transfer your complaint to Branislav (@casino.guru) 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.
Best regards,
/Chris
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2 years ago
Greetings all,
Thank you, Chris, for providing the explanation.
Dear Helfdee,
Can you please confirm that you received the mentioned email and followed the instructions? Were you able to resolve your problem?
We are looking forward to hearing from you soon.
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2 years ago
Translation
Hey thanks for the answer, unfortunately I didn't get any emails, the only thing I got was the registration and the message from support and there was only what I discussed with the live chat
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2 years ago
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Ok great thanks for the reply the password was successfully reset and I was able to log in 👍🏽 Account can be used! Thanks casinoguru team!🙂
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2 years ago
Hi helfdee,
I am glad to hear everyhting worked out great for you. Just let me know if there are any more questions or so. Then you can get my email from Casino.guru and we can have a direct communication.
Have a great week ahead all of you. 🙂
Regards,
/Chris
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2 years ago
Greetings all,
Great news, helfdee! Thank you for confirming and for using the Casino Guru complaint resolution centre. I am very glad you are able to log in again. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Thank you, too, Chris and Zinkra Casino, for providing information and for your cooperation.
Best regards,
Branislav, Casino.guru
