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I have problems with my deposit of 30 €

the money was neither credited to the casino nor back to my account.

here are a few pictures of the process

T****** Marzena

habe probleme mit meiner einzahlung von 30 €

das geld wurde weder im casino noch zurück auf mein konto gutgeschrieben.

hier ein paar bilder vom verlauf

T****** Marzena

Dear tarantomarzena,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem.

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, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise if you've contacted your payment provider/bank already? Ideally, they need to 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 

Hello, the money has now been credited.

However, today the same problem reappeared.

I wonder how it can happen that a transaction can just disappear.

I'll wait a few days now.

Guten Tag, das Geld wurde mittlerweile gutgeschrieben.

Allerdings ist heute das gleiche Problem wieder aufgetaucht.

Ich frage mich, wie kann es passieren dass eine Transaktion einfach verschwinden kann.

Werde jetzt ein paar Tage abwarten.

I'm happy that the first deposit has been credited successfully. Please keep me informed about the other one. Looking forward to hearing from you.

hello, the deposit of 30 € on 04/05/2022 is still not credited.

The problem is, no one can tell me why this problem keeps popping up.

hallo, die Einzahlung von 30 € am 05.04.2022 ist immer noch nicht gutgeschrieben.

Das Problem ist , niemand kann mir sagen weshalb dieses Problem immer wieder auftaucht.

I fully understand your frustration, tarantomarzena. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 10 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Hello, today again the same problem with 20 €, after repeated contact with the chat who canceled here? here the new result

supposedly there are provider problems.

i will send you screenshots of chat history and my deposits from today.

the mentioned 30 € are of course still open.

T****** Marzena

hallo, heute wieder das selbe Problem mit 20 €, nach mehrmaligen kontakt mit dem Chat wer hier storniert ? hier das neue Ergebnis,

angeblich gibt es Provider Probleme.

ich sende ihnen screenshots vom chatverlauf und meiner Einzahlungen von heute.

die erwähnten 30 € sind natürlich noch offen.

T****** Marzena

Dear tarantomarzena,

As you can see there is a delay with every deposit you place. It means that the issue is much more likely on the side of the payment provider. Please allow some time for the funds to be credited to your casino account and keep me informed.

hello, the 20 € have been credited.

I'm still missing the 30 € from April 5th, 2022, which should have been settled long ago.

In the chat you are constantly asked for a little patience, meanwhile already more than 20 days.

hallo, die 20 € sind gutgeschrieben worden.

Mir fehlen noch die 30 € vom 05.04.2022, die eigentlich schon längst erledigt sein müsste.

IM Chat wird man ständig um etwas Geduld gebeten, mittlerweile schon über 20 Tage.

I fully understand your frustration, tarantomarzena. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 10 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay 

Hello, I have the same problem again today, I was told to wait an hour. and I was also told that it is up to the provider, provider problems. Only when you move in from the bank is it immediate, there never seem to be any provider problems. 🙂

hallo, ich habe heute wieder das gleiche problem, mir wurde gesagt das ich eine stunde warten soll. und mir wurde auch gesagt das es am Provider liegt, Providerprobleme. Nur beim einziehen von der Baank geht sofort, da gibt es nie Providerprobleme scheinbar. 🙂

Dear tarantomarzena,

As you can see all your deposit are experiencing delays. Please allow some extra time for the payment provider to handle all your transactions and keep me informed. Thank you very much in advance.

Additional comments from the player:

"Good morning, I would like to thank you. I got my deposits back. And I hope this works better in the future. Kind regards, Taranto"

Additional comments from the player:

"Guten Morgen, ich möchte mich bedanken . Die Einzahlungen habe ich zurück bekommen. Und ich hoffe das in der Zukunft funktioniert besser. Mit freundlichen Grüßen Taranto"

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, tarantomarzena, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center 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