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I registered yesterday and paid in for the first time via Paysafe. The money was not credited to my account. At first it was said that it would only be visible in an hour and when I asked for it a second time, I was told that I had not paid in full. Is nothing more than fraud.

Habe mich gestern registriert und zum erste per Paysafe einbezahlt. Das Geld wurde mir nicht auf meinem Konto gut geschrieben. Man behauptet zuerst dass es erst in eine Stunden sichtbar wird und bei zweite Anfrage sagte man mir dass ich gar nicht eibezahlt habe. Ist nicht weiteres als Betrug.

Dear Siezh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward a receipt of the transaction? My email address is petronela.k@casino.guru. Have you tried to communicate this issue with the payment provider? Ideally, you could forward any relevant communication.  

However, 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 process which takes approximately one month. In these cases, casino has its hands tied.

Nevertheless, I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Dear Siezh,

Have you received your deposited funds? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.