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I once paid € 50 and then € 20 both are shown in the history but were never credited to me and yesterday after several letters and complaints my account was simply closed. I was already verified here and had already deposited several times and successfully paid out once. Now the casino does not want to reimburse me for the € 70 and does not respond to my messages.

Ich hatte einmal 50€ und dann 20€ eingezahlt beides wird zwar in der Historie angezeigt wurde mir aber nie gutgeschrieben und gestern nach mehreren anschreiben und Beschwerden wurde mein Konto einfach geschlossen. Ich war hier bereits verifiziert und hatte Bereits mehrmals eingezahlt und einmal erfolgreich ausgezahlt. Nun will das Casino mir die 70€ nicht erstatten und reagiert nicht auf meine Nachrichten.

Dear Cuvuv,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem.

I would like to warn you, that if your deposits have 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.

If the money got lost during the transaction, it’s going to take some time before it’ll be returned back to your account.

Please forward the payment receipt of the €20 deposit 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 

Dear Cuvuv,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I just got an email that it was a technical error and I got the money back. Thanks for the support.

Ich habe eben eine email bekommen das es sich um ein Technischer Fehler handelt und ich das Geld zurück überwiesen bekommen. Danke für die Unterstützung.

I got the money back. Thanks for the help

Ich hab das Geld zurück bekommen. Danke für die Hilfe

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Cuvuv, 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