Westpoint Casino - Spillerens indskud blev aldrig krediteret hans casinokonto.

Hello, I deposited 20 euros with Volt Banking on May 5th, 2022, but unfortunately the money was not credited but debited from my bank account, the support says I should contact my bank, they don't care, my bank says the money was successful transferred to their bank account, so the casino has to take care of where the money is, that's stealing for me, haven't experienced anything like it, in other casinos they take care of where the money is

Hallo ich habe 05.05.2022 20 Euro mit Volt Banking eingezahlt, das Geld wurde aber leider nicht gutgeschrieben aber von meinem Bankkonto abgebucht, der Support sagt ich soll mich an meine Bank wenden, die Kümmern sich nicht darum, meine Bank sagt das Geld wurde erfolgreich auf deren Bankkonto überwiesen, also muss das Casino sich darum kümmern wo das Geld ist, so was ist Diebstahl für mich, habe so etwas noch nicht erlebt, in anderen Casinos wird sich darum gekümmert wo das Geld ist

Dear Tim,

Thank you very much for submitting your complaint. 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 contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that 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.

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 it was your first deposit in this casino? Please forward your payment receipt to petronela.k@casino.guru.

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

Best regards,

Petronela 

Hello yes that was my first deposit in this casino, but the transaction went through Volt Banking, shouldn't the casino even check with Volt Banking?

Hallo ja das war meine erste Einzahlung in diesem Casino, aber die Transaktion lief über Volt Banking, müsste das Casino sich nicht mal bei Volt Banking informieren?

I fully understand your frustration, Tim. 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 28 days allowing to casino one full month to investigate, as it is not entirely in their hands (only the sender can track the transaction, not the beneficiary). 

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.

All right, I'll wait and see what happens, if the money turns up again, I'll let you know

Alles klar ich warte mal ab was passiert, wenn das Geld wieder auftauchen sollte, sag ich Bescheid

Thank you very much for your understanding, Tim. I will be waiting for good news patiently.

Hello Tim,

Have there been any developments since our last conversation, please? 

Hello no unfortunately not, I still haven't gotten the money back

Hallo nein leider nicht, ich habe das Geld immer noch nicht zurück bekommen

Thank you very much, Tim, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

OK thank you

Ok vielen Dank

Hi Tim,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Westpoint Casino to the conversation to participate in the resolution of this complaint.

That's very good, thank you

Das ist sehr gut vielen Dank

We would like to ask Westpoint Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

All right, I know, thanks

Alles klar weiß ich Bescheid, danke

Hi Tim,

As we informed you on May 6th, we unfortunately never received your €20 deposit. We suggest checking your bank statement around the date you made the deposit. It’s likely that Volt Banking returned the deposit right back to your account.

Thanks

No, unfortunately I didn't get the money back, I know the same thing with Sofort Banking, I've had the problem before, but the money was transferred back to me, which unfortunately didn't happen with Volt Banking, so it would be very nice if she could get in touch with Volt Banking

Nein leider habe ich das Geld nicht zurück bekommen, ich kenne das sonst auch so bei Sofort Überweisung habe ich das Problem auch schon gehabt, aber denn wurde mir das Geld zurück überwiesen, das ist bei Volt Banking leider nicht passiert, deswegen wäre es sehr nett wenn sie sich mit Volt Banking in Verbindung setzen könntet

Hi all,

Thank you for your reply.

Dear Tim,

Could you please forward your bank statement for May and June to my email address (peter.m@casino.guru)?

Although we did not receive the €20 deposit, we've added this amount to the player's account. We understand this is a frustrating situation. However, we just want Tim to able to enjoy our games instead of having to wait for his money.

We are still looking forward to casino.guru's investigation of Tim's bank statements.

Thanks,

Westpoint Casino

Oh I think that's very nice because I'm happy with that and we can successfully close the case

Oh das finde ich sehr nett, denn bin ich damit zufrieden, und wir können den Fall erfolgreich schließen

Thank you Westpoint Casino team for the gesture of goodwill. When it comes to Tim's bank statement, I haven't received any yet.

Dear Tim,

I'm glad that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter