I made two deposits of 100€ each on 30.10.23. This money was deducted from my bank account, but it was not credited to my casino account.

I have provided the casino with my bank statements, but every time they just keep pointing out to me that my case is being processed.

Ich habe am 30.10.23 2 Einzahlungen über jeweils 100€ get?tigt. Dieses Geld wurde von meinem Bankkonto abgebucht, allerdings nicht dem Casino-Konto gutgeschrieben.

Kontoauszüge liegen dem Casino vor, diese weisen mich aber jedes mal nur darauf hin, das der Fall bearbeitet wird

Dear 91marcel91,

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

I have made deposits several times through the same payment provider. Up until that point there had been no problems.

And so far, when I have asked questions, the casino has not pointed out that I have to take action myself

Ich habe schon ?fter über den selben Zahlungsanbieter Einzahlungen get?tigt. Bis zu dem Zeitpunkt gab es auch keine Probleme.

Und bisher hat auch das Casino bei Nachfragen nicht darauf hingewiesen, das ich selbst t?tig werden muss

Dear 91marcel91,

Can you please advise if you did send the payment confirmation from your provider to the casino in order to retrieve the lost fund?

Dear 91marcel91,

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.