HappySpins Casino - Spelarens insättning har aldrig krediterats på hennes konto.

The first deposit of the deposit through the bonus is 50 euros. With Trustly. The money left my account. This happened on March 29, 2022. Then I tried after a few days 20 euros do not appear in the game account but from my own account they did lose. I have sent them dozens of messages and documents. I received the only answer asking for a bank statement which I also sent. No reply. I've also been in contact with trustly, but it's reportedly up to the casino to figure it out. The worst customer service at that casino I have come across !!

Talletin ensitalletus bonuksen kautta 50 euroa. Trustlyllä. Rahat lähtivät tililtäni. Tämä tapahtui 29.3.2022. Sitten kokeilin muutamien päivien jälkeen 20 euroa ei näy pelitilillä mutta omalta tililtä kyllä hävisivät. Olen lähetellyt heille kymmeniä viestejä ja dokumentteja. Yhden ainoan vastauksen saanut jossa pyydettiin tiliotetta jonka myös lähetin. Ei vastausta. Olen myös ollut yhteydessä trustlyyn mutta on kuulemma casinon tehtävä selvittää asia. Huonoin asiakaspalvelu kyseisellä kasinolla mihin olen törmännyt!!

Dear Katja,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In such cases where a deposit has never been credited to the player‘s casino account, we usually recommend contacting the payment provider. Since you’ve already done that, would you be so kind as to forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. If there is an official statement regarding this situation from the payment provider such as email or letter, please forward it as well.

Thank you in advance for your reply.

Best regards,

Kristina

I sent the emails I received

Lähetin sähköpostilla saamani viestit

Thank you very much for your emails, Katja. Do I understand correctly that you have already provided the required bank statement?

Yes, I have sent

Kyllä, olen lähettänyt

Thank you very much Katja for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

OK thank you. I finally got another answer from the casino. Asked to resend the new statement I sent

Ok, kiitos. Sain kasinolta viimein toisen vastauksen. Pyysivät lähettämään taas uuden tiliotteen jonka lähetin

Hello Katja,

I have reviewed your case and will be helping you from this point onwards.

Thank you for providing the update regarding the casino's request for another bank statement, can I ask if you have sent this?

I will also contact the casino to see if they can provide us with more information.

We would like to invite HappySpins Casino to join the conversation and to please provide some insight into the situation regarding the player's deposits.

Hey

I have also sent this second statement

Hei

Olen lähettänyt myös tämän toisen tiliotteen

Again, nothing is heard. A special gaming site

Ei taaskaan kuulu mitään. Erikoinen pelisivusto

Dear Katja,

We have received no response from the casino, I will try to contact them once more.

We would like to ask HappySpins Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Now all 70 euros had come to the game account. Did not receive but did not receive the first deposit bonus promised by 200%

Nyt oli tullut kaikki 70euroa pelitilille. Saamatta jäi vaan saamatta ensitalletus bonus jonka lupasivat 200%

Hello Katja,

I am glad to hear your deposit has now made it to your account.

Have you asked the casino support about the bonus?

I did post but they always take at least a week to reply so I wait. But thank you

Laitoin kyllä viestiä mutta heillä kestää aina vastaamisessa ainakin viikko joten odotellen. Mutta kiitos teille

Hello Katja,

We will allow some time for the casino support to respond to you. Please let us know if there are any further developments.

Unbelievable but the answer came already. Bonus added to game account 👍

Uskomatonta mutta vastaus tuli jo. Bonus lisätty pelitilille 👍

Dear Katja,

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

Thank you for using the Casino Guru complaint resolution center. 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.

Kind regards,

Adam