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Deposits are not credited to the player's account even though the money has been debited:

I deposited €50 each on two different days with different providers. (Payop & volt) both providers work well in other casinos.

The money was always debited directly but never credited to my balance at the casino.

The money did not come back to my bank account either.

When I look at the reviews, this happens to some players from this casino and no one knows where their money is...

einzahlungen gehen nicht auf dem Spieler Konto ein obwohl das Geld abgebucht wurde:

Ich habe an zwei unterschiedlichen Tagen je 50€ eingezahlt mit unterschiedlichen Anbietern. (Payop & volt) beide Anbieter funktionieren in anderen Casinos bestens.

Das Geld wurde auch immer direkt abgebucht aber nie meiner Balance im Casino gutgeschrieben.

das Geld ist auch nicht auf mein Bankkonto zurück gekommen.

Wenn ich mir die Bewertungen ansehe, passiert das einigen Spielern von diesem Casino und niemand weis wo sein Geld ist…

Dear CasinoDino,

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 takes one month approximately. In these cases, the casino usually has its hands tied.

Meanwhile, I would strongly recommend not depositing 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 these were your first deposits in this casino? Have you contacted both payment providers already?

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

Best regards,

Tomas

Thank you for your prompt reply.

It is not a problem from my payment provider.

Payop and Volt work great in other casinos.

As you can see from the other reviews of the casino, other people have the same problem as me.

This is not a problem with the payment provider but with the internal processing of the casino.

Yes, it was my first two deposits at this casino

Danke für die schnelle Antwort.

Es handelt sich um kein Problem von meinem zahlungsanbieter.

Payop und Volt funktionieren in anderen Casinos bestens.

Wie sie an den anderen Bewertungen des Casinos entnehmen können haben auch andere Leute das selbe Problem wie ich.

es handelt sich hierbei um kein Problem der zahlungsanbieter sondern um die interne Verarbeitung des Casinos.

Ja, es waren meine ersten beiden Einzahlungen in diesem Casino

Thanks for the reply.

Could you please advise if you contacted casino support and inquired about the issue? Did they offer any explanation? Would you be able to provide us with payment receipts for these transactions? Send them to tomas@casino.guru. Alternatively, you can post them here.

I am actually in daily contact with Casino Live Support, I am repeatedly asked to wait and I would receive information by email promptly.

That hasn't happened until now.

Ich stehe eigentlich in täglichen Kontakt mit dem Casino Live Support, ich werde immer wieder gebeten noch zu warten und ich würde zeitnah Infos per Mail bekommen.

Das ist bis jetzt nicht passiert.

The first 50€ have now been credited to the account after 6 days. The second will probably come soon. I think the case can be closed.

Die ersten 50€ sind nun nach 6 Tagen auf dem Konto eingegangen. Die zweiten werden wohl auch zeitnah kommen. Der Fall kann meiner Meinung nach geschlossen werden.

Thanks for the update, CasinoDino. Since you are still waiting for the second transaction to be processed, I'll keep the complaint open. Let us know, when it will be credited to your balance, or if you need any further assistance.

50€ are still missing, no update from the casino yet. Live support told me he will escalate the case now. Let’s see what will happen.

Thanks for the update, CasinoDino.

I'll be looking forward to any news from you.

hey

i would kindly ask you to invite the casino into that case and maybe at least turn the casino from green to yellow as the money is still gone

Money arrived my account. Case can be closed thanks for your support

Dear CasinoDino,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Tomas

Casino.Guru