Golden Reels Casino - Spillerens indbetaling er ikke blevet behandlet.

At first I attempted to deposit via my bank card, payment wouldn't go through so I chose to deposit via Skrill.

Payment was sent to the ID number in the Skrill app, the transfer confirmed by receipt and email.

Back to the casino to finish the deposit and transaction only timed out multiple times. I did not lose connection as the casino has suggested. I sat and watched the screen the whole time each time.

The funds are still not in my account and have been advised the funds have not reached the casinos account.

I received a set of free spins as I used a deposit bonus, no confirmation that it's attached to my deposit.

The casino have suggested I've used another bank account to deposit - I'm fully aware of my accounts and which I choose to use.

I have been advised I have a second account which I wasn't aware of, the casino suggesting this could be the reason.

I've logged in with the other email address, there is no funds in that account either. I am aware of the rules surrounding multiple accounts, I just want my money back.

I have screenshots of the deposit time out, the chosen bonuses, the Skrill receipt, the email confirmation, the deposit into my Skrill account, the free spins, my bank statement and the spins that were added to my account.

Dear Eeshee,

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 one month approximately. In these cases, the casino usually has its hands tied. 

Why were you unaware of the other account?

Did you make any deposits or activate bonuses with the other account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Hi Dominika,

Thanks so much for reaching out.

I believe the casino has received my funds.

I have two email accounts I use, one being for entertainment only. I don't recall signing up with both, though it seems I did. I'm really confused how the other account was signed in to as I use my device password manager to sign in to everything.

I was able to access the other account and could see that the account had hardly been played, especially in comparison to my entertainment account when viewing my history. Before thinking, I requested they close that account once I was notified, to which they did. Unfortunately I have no detail from it.

So the reasoning I have received is they can't link my deposit to the correct player account. I'll take that, that's fair. But they have proof that I deposited money to them and by saying they can't link it - I believe they received it. What is not fair is denying my deposit be refunded. This casino is lacking in customer service and empathy. Big players taking from little players.

Dear Eeshee, could you clarify what the casino's stance was regarding your multiple accounts?

It would be helpful if you could provide any communication you’ve had with them, such as emails or chat transcripts.

Have you tried reaching out to your payment provider regarding the deposit?

Just to clarify, do I understand correctly that you were somehow logged into the other account during the deposit process, and you were not aware of it at the time?

Dear Eeshee,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.