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I paid as normal with a Paysafe-Card and after some time an email came out saying that my recharge had failed --------- money is of course down ........ in the account 2 Deposits of 10 euros, both failed.

Ich habe ganz normal per Paysafe-Card bezahlt und nach einiger Zeit kam eine Email,wo drinstand,dass meine Aufladung fehlgeschlagen sei---------Geld ist natürlich runter ........im Account stehen 2 Einzahlungen a 10 Euro,beide fehlgeschlagen.

Dear Nico,

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. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied.

Could you please advise if you have contacted your payment provider already? If there’s any relevant communication, please forward it together with the 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 

After I made a few comments about the competencies of the employees via the chat function and closed the window with the words "For me, you are fraudsters and I will make them known on the net", it did not take long and the email support came on with me, asked me to describe what had happened. I did, he asked for the PIN of the Paysafecard that I sent him .............. 3 hours later it was 10 euros Booked in the account, even with a € 40 first deposit bonus on top!

Thanks to this point (or vll mainly !?) to the team of casino guru, nice that you're not alone stands in this situation !! 😉 ............. Greetings from LE / Germany, Nico

Nachdem ich über die Chatfunktion einige Bemerkungen über die Kompetenzen der Mitarbeiter gemacht hatte und das Fenster mit den Worten "Für mich seid ihr Betrüger und das werde ich kundtun im Netz",geschlossen hatte,dauerte es nicht lange,und der Email-Support meldete sich bei mir,bat mich,zu schildern,was vorgefallen war.Das tat ich,er forderte noch den PIN der Paysafecard,die ich ihm zusendete..............3 Stunden später waren die 10 Euro im Account gebucht,sogar mit 40 Euro Ersteinzahlungsbonus oben drauf !!

Danke an dieser Stelle auch (oder vll hauptsächlich!?) an das Team von Casino-Guru,schön,dass man nicht alleine dasteht in dieser Situation !! 😉 .............Gruß aus L.E/Germany,Nico

Thank you very much, Nico, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Yes, the matter has been determined and can be closed, thanks again for the quick support !!! Greetings, Nico

Ja,die Sache hat sich ermittelt und kann geschlossen werden,danke nochmal für die schnelle Unterstützung !!! Gruß,Nico

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much Nico for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru