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I deposited 40 euros on November 8th, 2020 ... my payment was, for whatever reason, declined ... I still chase after my money ... from the financial support I get no answer at all ... and from the live chat I just said it was being processed, I should be patient ... yes, how much longer ???

Ich habe am 08.11.2020 40 Euro eingezahlt... meine Zahlung wurde, warum auch immer, abgelehnt... ich renne meinem Geld bis heute hinterher... vom Finanzsupport bekomme ich erst gar keine Antwort... und vom live chat bekomme ich nur gesagt, es sei in der Bearbeitung, ich solle mich gedulden... ja, wie lange noch???

Dear Cornelia,

Thank you very much for submitting your complaint and forwarding a screenshot of the cashier history. 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 forward your payment receipt and any relevant communication between you, casino, and the bank to petronela.k@casino.guru? Have you deposited any funds successfully into your account in the past?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Thank you very much, Cornelia, for your email. Could you please confirm the following?

1st payment ***741 02/11/2020 Trustly €200

2nd payment ***527 05/01/2021 Trustly €20

3rd payment ***099 05/01/2021 Trustly €10

All those deposits have been declined? Looking forward to hearing from you.

Thank you, Cornelia, for your email. Could you please answer the abovementioned questions?

Dear Cornelia,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Additional comments from the player:

"Thank you very much ... the money has been released to play ..."

Additional comments from the player:

"Ich danke euch sehr... das Geld wurde zum spielen freigegeben..."

Thank you very much, Cornelia, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Additional comments from the player:

"Hello my dears

Magic red has released my deposit of 40 euros ... thank you very much ...

Your Cornelia B *** "

Additional comments from the player:

"Hallo ihr Lieben

Magic red hat meine Einzahlung von 40 Euro freigegeben... ich danke eich sehr...

Eure Cornelia B***"

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Cornelia, for your confirmation and please 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.

Best regards,

Petronela

Casino.Guru