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

Hi good afternoon

I have not received some deposits credited

But on my account they are booked, the live chat doesn't really help

The problem is that they want a PDF file

But I only get an account statement once a month from November, two payments are missing, the pdf I have already sent is somehow not accepted

Then payments from December are still outstanding

somehow I can't get any further because you don't have the right support

Kind regards

angela

Hallo guten Tag

Ich habe manche Einzahlungen nicht gutgeschrieben bekommen

Aber auf meinem Konto stehen sie als gebucht der live chat hilft nicht wirklich weiter

Das Problem ist das sie eine PDF Datei wollen

Ich aber nur einmal im Monat einen kontoauszug bekomme vom November fehlen zwei Einzahlungen die pdf habe ich schon gesendet wird aber irgendwie nicht akzeptiert

Dann stehen noch vom Dezember Einzahlungen aus

irgendwie komm ich da nicht weiter weil man keinen richtigen Support hat

Mit freundlichen Grüßen

Angela

Dear angie1schmidt,

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 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. 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 they were your first deposits in this casino? Please forward screenshots of the payments (including transaction numbers) 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 

So far it has always worked with the deposits from 23.11. then two deposits on 1.12. and 5.12.

the deposits have been debited but not credited to the casino

Hello Angela

Bisher hat es mit den Einzahlungen immer geklappt ab den 23.11. dann zwei Einzahlungen den 1.12. und 5.12.

sind die Einzahlungen zwar abgebucht aber im casino nicht gutgeschrieben wurden

lg Angela

I fully understand your frustration, angie1schmidt. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 10 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Player's additional comments:

"Hello Petronela

Today 20 euros were transferred

I turned to the live chat again

And was lucky

thank you Angela"

Player's additional comments:

"Hallo petronela

Heute sind 20 Euro überwiesen wurden

Ich hatte mich nochmal an den live chat gewendet

Und hatte Glück

lg Angela"

Thank you, angie1schmidt , for the update. Please keep me informed about the remaining missing deposits. Looking forward to hearing from you.

Dear angie1schmidt,

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.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.