Hello, on the 30th I deposited 150 € via Trustly (Sepa). For technical reasons it could not be credited in the casino and should be credited back to my bank account. Unfortunately nothing came up until today. One is put off in the chat. It was allegedly passed on .. And I have to be patient until it's my turn.

Guten Tag, ich habe am 30. per Trustly (Sepa) 150€ eingezahlt. Aus technischen Gründen konnte es im Casino nicht gut geschrieben werden und sollte auf mein Bankkonto wieder gutgeschrieben werden. Leider kam bis heute nichts. Im Chat wird man vertr?stet. Es wurde angeblich weiter geleitet.. Und ich muss mich gedulden bis ich dran bin.

Dear Janine,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you tried contacting your payment provider? If your deposit has never been credited to your casino account, the best thing I would recommend is contacting your payment provider, as this is a standard procedure. The payment provider needs to investigate what happened to your funds, but bear in mind, that it’s a complicated process that takes one month approximately.

Please let me know if there is anything else I could do for you in the meantime.

Best regards,

Kristina

Hello Kristina, I've already contacted Trustly. According to their statement, I should contact the casino. Lg

Guten Tag Kristina, ich habe mich bereits an Trustly gewendet. Laut deren Aussage soll ich mich an das Casino wenden. Lg

I'm always put off by the casino. Supposedly I should get an email from the responsible department this weekend. I'm curious

Von dem Casino werde ich immer wieder vertr?stet. Angeblich soll ich jetzt am Wochenende eine Mail bekommen von der Zust?ndigen Abteilung. Bin gespannt

Thank you very much Janine0902 for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Janine,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino Heroes to the conversation to participate in the resolution of this complaint.

Hello Peter, thank you very much for the support. I was told by chat on 08.01. assured that I will receive an email from the responsible department last weekend (09-10.01.21), but this did not happen

Hallo Peter, vielen Dank für die Unterstützung. Mir wurde per Chat m.08.01. zugesichert, dass ich am letzten Wochenende (09-10.01.21) eine Mail von der Zust?ndigen Abteilung erhalte, dies ist aber nicht passiert

I also told Casino Heroes that the money should be returned to my bank account, please. I don't want to play there after this nuisance.

Ich habe Casino Heroes auch mitgeteilt, dass das Geld bitte wieder zurück auf mein Bankkonto gehen soll. Ich m?chte dort nach diesem ?rgernis nicht spielen.

We would like to ask Casino Heroes to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Good morning Peter. Thanks for the support. I finally got the money back. It took long enough

Guten Morgen Peter. Danke für die Unterstützung. Ich habe das Geld endlich zurück erhalten. Es hat ja auch lange genug gedauert

Hi Janine,

That is good news. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter