Good day

the

casino has promised to refund the outstanding deposits for over a month. I've been waiting for weeks and am only being put off. Please support!!!

Guten Tag

das

casino hat seit über einen Monat die Rückerstattung der noch fehlenden Einzahlungen zugesagt. Seit Wochen warte ich und werde nur hingehalten. Bitte um Unterstützung!!!

Dear Basel999,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise under which circumstances did the casino promised you the refund? Do you have any proof about this promise from the casino you might share? Please forward it to [email protected], alternatively post it here.

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

Best regards,

Tomas

Good morning did you receive my email?

Guten Morgen haben sie meine email erhalten?

Hello Basel999,

I haven't received anything from your registered email address so far. Please try sending your email again to [email protected]

Good morning Tomas, I sent you an email. Thanks Thomas

Guten Morgen Tomas ich habe dir eine email gesendet. Lg Thomas

Dear Basel999,

I've received the email message from you.

Also, the casino representative contacted me and confirmed they are working on the refund to be paid. Since refunds can take up quite a long time, and the casino provided us with evidence they are actively working on the issue, I believe it's only a matter of time before the refund is received. I'll set the timer to 14 days. Please let us know when that happens.

Sorry but I'm speechless a refund takes- 2 months ? It seems more like that

casino ran out of money. That can't be yours!

Sorry aber ich bin sprachlos eine Rückerstattung dauert- 2 Monate ? Es scheint wohl eher als w?re dem

casino das Geld ausgegangen. Das kann doch nicht war dein!

Dear Basel999,

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.

Good day

I did not receive the money!

Kind regards

Guten tag

ich habe das Geld nicht erhalten!

mfg

Dear Basel999,

The casino representative informed us the transaction should be nearly complete. Please let us know when you receive the refund. Much appreciated!

Dear Basel999,

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.

I still haven't received the money!!!

Ich habe das Geld immer noch nicht erhalten!!!

I understand your frustration Basel999. However, I will set the timer for additional 14 days, as we've already received evidence from the casino the transaction is being processed. Let’s stay positive and hope for some good news regarding your refund. Thank you in advance for your patience.

Good day

I'm curious about the evidence.

I've heard that ten times.

Thanks

Guten Tag

ich bin ja gespannt auf die Beweise.

das habe ich schon zehnmal geh?rt.

danke

Dear Basel999,

The casino representative informed me that the refund has progressed. Could you please confirm at least a partial refund was made until this point? I'll await your reply.

Good morning I have only received 200 chf out of 900 chf.

I was confirmed that the rest can not be expected and that my bank has to get it, which is not possible. Please help me!!!

Guten Morgen ich habe nur 200 chf von 900 chf erhalten.

mir wurde best?tigt dass der Rest nicht erwarten werden kann und das meine Bank holen muss, was aber nicht geht. Bitte helfen sie mir!!!

Thank you for the confirmation, Basel999.

We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. 

We help those players, whose funds (or winnings) have been confiscated due to being from a restricted country.

Since you lost your balance, the casino wasn't obligated to return your losses in our view, and we consider your reason for requesting a refund as unjustified. Despite the casino's efforts to refund you your deposits, it seems the transactions were stuck on their way, which is not a problem we can assist you with.

Unfortunately, after gathering all the evidence, under these circumstances this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.