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Hello,

Over a month ago, I made deposits, but they were declined. However, I never got the money back. The casino has all the evidence and knows that this is true. Yet, nothing is happening and I still haven't received the credited money. I kindly request you to promptly involve a representative.

Hallo,

Ich habe vor über einem Monat Einzahlungen getätigt und diese wurde abgelehnt . Das Geld habe ich jedoch nie zurück bekommen . Das casino hat alle Nachweise und weiß auch das es stimmt. Es passiert jedoch nichts und ich habe das Geld immer noch nicht gutgeschrieben bekommen. Ich bitte Sie gleich einen Vertreter einzuladen

Dear DerKoenig,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Axecasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share a screenshot from your player's account, showing the dates and the status of your unsuccessful deposits?
• Could you please share your communication with the casino support regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Were you asked to submit a bank statement from the associated bank account confirming your deposits were debited but haven't been returned?
• Have you contacted your bank regarding the situation? With what result?

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,

Tomas

There were a lot of emails. Is it enough if I forward the most important ones individually?

I sent the casino a bank statement and confirmed again that I did not get the money back.

The problem lies with the casino's payment provider. This has been under clarification for over a month now. Every time I ask, it is allegedly escalated on the same day. But I never get any answers and the ticket never gets a response.

Das waren etliche Mails. Reicht es wenn ich die wichtigsten einzeln weiter leite ?

Ich hatte dem casino einen Kontoauszug zukommen lassen und es wieder bestätigt dass ich das Geld nicht zurück bekomme habe.

Das Problem liegt beim zahlungsanbieter des casinos. Was jetzt seit über einem Monat in Klärung ist . Jedes Mal wenn ich nachfrage wurde es angeblich am gleichen Tag zur Eskalation gebracht . Bekomme aber nie Antworten und das Ticket hat auch nie eine Rückmeldung

Thanks for your email.

I can see the casino requested your full bank statement for June. Could you please also send me your interaction with casino support after you submitted it, from which it's clear the issue stems from the casino's payment provider?

So there is no 100% statement that it is the fault of your payment provider, but it can only be that. My bank didn't get anything back and Skrill said that there was no transaction. In my opinion, they received the money and are not crediting it.

Also eine 100% Aussage dass es an ihrem Zahlungsanbieter liegt gibt es nicht aber es kann nur an dem liegen. Meine Bank hat nichts zurück bekomme und skrill and gesagt dass kein Vorgang vorliegt. Meines Erachtens haben sie das Geld erhalten und schreiben es nicht gut .

Have you provided the bank statement to the casino in July, once it was available to you? Could you please explain whether the casino launched an investigation?

As I have already said and it should also be visible in the emails, the casino has been investigating the case for a month... they have all the data. Even the bank statement

Wie ich schon gesagt habe und es auch in den Mails zu sehen sein sollte untersucht das casino den Fall seit einem Monat.... ihn liegen alle Daten vor. Auch der Kontoauszug

Thank you very much, DerKoenig, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear DerKoenig,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know. Additionally, could you please provide a complete bank statement (no screenshots) for June in PDF format or another format available through your banking app / bank website?

I would like to invite the Axecasino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Axecasino,

Could you please provide a detailed update on the status of this case? Are there any new developments or findings in the investigation?

Thank you in advance for your response!

Best Regards,

Kubo

Dear DerKoenig,

Thank you for reaching out to us.

When a payment is declined, it means that the money never reached the casino, and you will need to contact your payment provider for more information. Nonetheless, we will thoroughly review your issue and get back to you as soon as possible, if there is anything we can do to assist.

Thank you for your patience.

Best regards,

AxeCasino team

Hello,

If the money had never arrived, I would have had a refund in my bank account and I didn't receive it.

The support also said it was up to you. I have now received a sum of 45 euros in my casino account. There are still 2 deposits missing but still...

Hallo,

Wenn das Geld nie angekommen wäre, dann hätte ich eine Rückerstattung auf meinem bank Konto und die habe ich nicht erhalten.

Der Support meinte auch es hängt bei euch. Ich habe mittlerweile eine Summe von 45 Euro auf meinem casino Konto erhalten. Es fehlen zwar immer noch 2 Einzahlungen aber immer hin ...

Dear DerKoenig,

The majority of cases involving lost or misplaced deposits are linked to payment providers, particularly the depositor's banks. Banks can withhold or block transactions sent to gambling sites under various circumstances and for several reasons. Legal restrictions in certain jurisdictions may prohibit online gambling, leading banks to block related transactions. Additionally, banks have policies designed to mitigate financial risks and ensure regulatory compliance, including adherence to anti-money laundering laws. Fraud prevention measures may also prompt banks to withhold transactions if unusual activity is detected. Finally, banks may block transactions to protect customers from potential financial harm associated with gambling.

Given that your first deposit has already been credited to your account, I assume that these transactions are currently under investigation by your bank's risk department and will be released once the investigation is complete.

Additionally, could you please confirm the actual disputed amount? You submitted a complaint for 100 EUR, but the screenshot you provided shows four rejected deposits totaling 155 EUR.

I will keep this complaint open until you confirm that the full disputed amount has been credited to your casino account. In the meantime, I recommend reaching out to your bank again to inquire specifically about the investigation of these transactions. Although banks may be reluctant to share this information, it’s worth making the attempt.

Thank you for your understanding.

Dear DerKoenig,

Are there any updates on your case?

Dear DerKoenig,

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 this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo