Casumo Casino - Spelarens insättning har aldrig krediterats till hennes kasinokonto.

Hello dear casino guru team,

on April 21 want to deposit a sum of € 98 at the Casumo casino. My current account was debited directly, but nothing went to my player account.

I have sent account statements emails to Casumo customer support countless times. The payment service provider of the casino "World of Pay" only announced that I supposedly canceled the payment and that the amount of € 98 should be credited back to my checking account. But this is not the case ... neither! After checking the debit, my house bank informed me that the payment had been made correctly.

I get "comforted" from month to month by Casumo. In April I should wait until the end of May. May to late June. The money will surely not simply be returned to my account after such a long time.

Can you help?

I thank you in advance.

Best regards,

Sandra

Hallo liebes Casino Guru Team,

ich habe am 21.04. eine Summe von 98,-€ beim Casumo-Casino einzahlen wollen. Mein Girokonto wurde direkt belastet, aber auf meinen Spielerkonto ist nichts angekommen.

Ich habe bereits unzählige Male Emails mit Kontoauszügen an den Casumo-Kundensupport gesendet. Der Zahlungsdienstleister des Casinos "World of Pay" teilte nur mit, dass ich die Zahlung angeblich storniert haben soll und das der Betrag von 98.-€ wieder auf meinem Girokonto gutgeschrieben sein müsste. Dies ist aber nicht der Fall..beides nicht!!! Meine Hausbank teilte mir nach Prüfung der Abbuchung mit, dass die Zahlung korrekt ausgeführt wurde.

Ich werde von Casumo von Monat zu Monat "vertröstet". Im April sollte ich bis Ende Mai abwarten. In Mai bis Ende Juni. Das Geld wird sicherlich nach so langer Zeit nicht einfach auf mein Konto zurückbelastet.

Könnt Ihr helfen?

Ich danke Euch vorab.

Liebe Grüße,

Sandra

Dear Sandra,

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 to contact your payment provider, as you’ve done already. In these cases, casino has its hands tied. Could you please forward the payment receipt to petronela.k@casino.guru?

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

Best regards,

Petronela

Dear Sandra,

Thank you very much for forwarding your payment receipt. Do I understand it correctly that you have deposited more funds to the same casino account, the day before (20th of April) and the same day (21st of April)? Were those two deposits successful? 

Thank you very much Sandra for providing all the necessary information via email. I will now transfer your complaint to my colleague Zuzana 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.

Hello Sandra,

I am very sorry to hear about your issue. I will do my best to help you.

Casumo Casino, could you please shed some light on this case? Thank you very much in advance for your reply.

Hi Sandra,

We have escalated the complaint to the payment provider and they are currently looking into this at their end. Unfortunately we will have to wait for them to get back to us with more information before we can do anything.

We are pushing them every other day for a solution, and will continue to do so until this has been resolved.

Please feel free to contact our ambassadors as they are, and will be, following the case closely.

Once again, we apologise for any inconveniences this may have caused.

Regards

Casumo Support

Hello dear Casumo Casino, hello dear Zuzana from Casino Guru,

thank you for the support so far.

I have spoken to your ambassadors in the casino countless times, but unfortunately from April to today without success. Otherwise I would not have contacted Casino Guru with my request.

I hope to be clarified soon.

Best wishes,

Sandra

Hallo liebes Casumo Casino, hallo liebe Zuzana von Casino Guru,

vielen Dank für die Unterstützung bis hierhin.

An Ihre Botschafter im Casino habe ich mich bereits unzählige Male gewendet doch leider seit April bis heute ohne Erfolg. Sonst hätte ich mich mit meinem Anliegen auch nicht an Casino Guru gewendet.

Ich hoffe auf baldige Klärung.

Viele Grüße,

Sandra

Dear Casumo,

we are patiently waiting for the update from you. Please let us know asap if there is any news. 

Hi Sandra, 

We have credited your account with the missing funds. Unfortunately the payment provider is still investigating this, but we also do not think it is fair to keep you waiting. 

We apologise for any inconvenience this might have caused and the time it took to get it resolved. 

Regards

Casumo

Hello Casumo, hello dear Casino Guru Team, a thousand thanks for the gracious solution to my request. Despite the long wait, I am satisfied and enthusiastic about and with this solution! Great casino and great service from the casino guru!

Hallo Casumo, hallo liebes Casino Guru Team, tausend Dank für die kulante Lösung meines Anliegens. Trotz langer Wartezeit bin ich zufrieden und begeistert von und mit dieser Lösung! Tolles Casino und toller Service vom Casino Guru!

Thank you Casumo Casino for your cooperation. We are glad we can close this complaint as resolved.