A deposit of €200 was rejected, but there was no refund to the bank account.

Emails asking where the money has gone remain unanswered.

Einzahlung von 200,-€ wurde abgelehnt, es erfolgte allerdings keine Rückzahlung auf das Bankkonto.

Mails mit der Frage, wo das Geld geblieben ist, bleiben unbeantwortet.

Dear kaaschaffrath,

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, 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.

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

Best regards,

Nick

then I guess I'll have to wait.

dann muss ich wohl leider warten.

Dear kaaschaffrath,

Be sure to contact your bank as soon as possible to track the payment. If the money was sent out by the bank, provide a relevant payment confirmation to the casino so they can locate the missing funds.

Dear kaaschaffrath,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.