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My deposit via Astro Pay on 12.5. was debited directly from my bank account, but not credited to my player account by the casino operator. Deposit failed or not accepted. Screenshots for the debit have already been submitted with a detailed view of the transaction. For days I've been getting the same answer "The specialists will take care of it". Nothing happens, my money is gone

Meine Einzahlung über Astro Pay am 12.5. wurde direkt meinem Bankkonto belastet, von seiten des Casinobetreibers aber nicht auf meinem Spielerkonto gutgeschrieben. Einzahlung fehlgeschlagen bzw nicht akzeptiert. Screenshots zur Abbuchung wurden bereits eingereicht mit Detailansicht der Transaktion. Seit Tagen bekomme ich immer die selbe Antwort „Die Spezialisten werden sich darum kümmern". Es passiert nichts, mein Geld ist verschwunden

Dear ll_Turbo_ll,

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 might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

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

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Dear ll_Turbo_ll,

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.