SpinCity Casino - Spelarens insättning har aldrig krediterats till hans kasinokonto.

hello i have

02/10/23 100 € deposited via online banking. This money was deducted from my account but not credited. I submitted all the receipts for the deposit in the live chat, and it was confirmed over and over again that the finance team had a lot to do and they were taking care of it.

Hallo ich hab

10.02.23 100€ per Onlinebanking eingezahlt .dieses Geld wurde von meinen Konto abgebucht aber nicht gutgeschrieben. Hab sämtliche Belege der Einzahlung im Livechat eingereicht mir wurde dann immer und immer wieder bestätigt das das Finanzteam viel zu erledigen hat und sie sich darum kümmern .

Dear Rali1994,

Thank you very much for submitting your complaint and forwarding your payment receipt. 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, the casino 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 it was your first deposit in this casino? Have you contacted your bank already? Ideally, they should be part of the investigation. 

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

Best regards,

Petronela 

Hello Petronela

Can you please tell us if it was your first deposit at this casino? Have you already contacted your bank? Ideally, they should be part of the investigation.

Was my first deposit, and yes, according to my bank, the amount was transferred to the provider.

And the casino always responds with the same answer I should be patient but it's been over a month.

Hallo Petronela

Können Sie uns bitte mitteilen, ob es Ihre erste Einzahlung in diesem Casino war? Hast du dich schon bei deiner Bank gemeldet? Idealerweise sollten sie Teil der Untersuchung sein.

War meine erste Einzahlung , und ja laut meiner Bank wurde der Betrag an den Anbieter überwiesen .

Und das Casino reagiert immer nur mit der selben Antwort , das ich etwas Geduld haben soll aber ist schon über ein Monat vergangen .

Is there any official statement from the bank that we could use when contacting the casino, please? If yes, you can forward it to petronela.k@casino.guru.

Thank you in advance.

Hello, the conversation was directly with the consultant, so the ban is not far away from me. But the screen hit of the deposit should also be enough.

Best regards

Hallo , das Gespräch war direkt mit dem Berater daher die Ban nicht weit entfernt ist von mir . Aber auch der Screenhit von der Einzahlung sollte reichen .

mit Freundlichen Grüßen

I'm sorry, Rali1994, but we will need an official statement from the bank that the funds reached the beneficiary. Thank you very much in advance.

Dear Rali1994,

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, we cannot proceed with the investigation or provide any potential solutions due to the lack of response from the player.

The complaint can be reopened by the player at any time.