The player from Germany has deposited money into casino account but the funds seem to be lost. We rejected the complaint because the player didn't respond to our messages and questions.
Abo Casino - Player’s deposit has never been credited to his casino account.
Amount: €25
Abo Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
Abo Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
3 years ago
Translation
hello and good day,
I deposited €25 via Volt, the money was never credited. It was said over a week ago that you would transfer the money back to me. I had to verify myself, everything worked and it said I would have the money back in my account in a few days. It's been 7 days now and I haven't gotten my money back. Asked in chat they said it's in queue. Another employee said the money would be in the account in 48 hours. It's not about the 25 € but about the fact that I seem to be lied to and constantly looking for other excuses.
Kind regards
Automatic translation:
Public
Head of Complaint Resolution Center
Public
3 years ago
Dear Heiko004,
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, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit 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? Please forward your payment receipt to [email protected].
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Public
Head of Complaint Resolution Center
Public
3 years ago
Thank you, Heiko004, for the forwarded bank statement. Could you please forward a screenshot of the single transaction and advise if it was your first deposit in this casino?
Public
Public
3 years ago
Translation
I got banned from the casino after the theater but I can send the chat history from the casino and it says that the money should be in my account in a few days
Automatic translation:
Sensitive attachment
Head of Complaint Resolution Center
Sensitive attachment
3 years ago
Thank you for the forwarded communication. Could you please advise which transaction was it exactly?
Public
Head of Complaint Resolution Center
Public
3 years ago
Thank you very much, Heiko004, for your reply. Do I understand correctly that your account has been suspended now?
Public
Head of Complaint Resolution Center
Public
3 years ago
Dear Heiko004,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.
Public
Head of Complaint Resolution Center
Public
2 years ago
Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
