Good afternoon, this morning I made a deposit via immediate transfer from my bank of €50 and I should have it in the account already, it turns out that in the concept I had to have put my ID and username of the account but I made a mistake and I put my name, as soon as I made the transfer I could not cancel it because it is an immediate transfer, and I contacted Codere customer service, they told me that when it is my turn they will review it, I do not see it fair since if they already have the money in their account because I no longer have it, I do not see it normal that they do not deposit it, they are incompetent

Buenas tardes,está ma?ana he hecho un depósito por transferencia inmediata desde mi banco de 50€ y ya lo tendría que tener en la cuenta,resulta que en el concepto tenía que a ver puesto mi DNI y nombre de usuario de la cuenta pero me he equivocado y he puesto mi nombre,nada más hacer la transferencia ya no podía cancelarla porque es transferencia inmediata,y me he puesto en contacto con atención al cliente de Codere,ellos me dicen que cuando me toque mi turno me lo revisarán,no lo veo justo ya que si ellos ya disponen del dinero en su cuenta porque yo ya no lo tengo,no veo normal que no lo ingresen,son unos incompetentes

Dear angelotero0064,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Codere Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made previous deposits using this payment method?
• Could you please clarify the status of the deposit found in the deposit history in your player's profile?
• Could you please share with me your communication with the casino regarding the incident as supporting evidence? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Good afternoon Tomás, I replied to your email yesterday, but things are still the same. They don't want to return the money to the original account from which the transfer was made, nor put it into my Codere account, claiming that the account number doesn't match. At least they should return the €50 to my account, so they don't steal it.

Buenas tardes Tomás,le contesté ayer al correo electrónico,seguimos igual,no quieren no devolver el dinero a la cuenta de origen desde donde se efectúo la transferencia ni meterlo en mi cuenta de Codere,alegando según ellos que no coincide el número de cuenta.por lo menos que devuelvan los 50€ a mí cuenta,que no lo roben

Hi Tomas, can't you give me any solution?

Hola Tomás,no me das ninguna solución?

Good morning Tomás, we continue the same, yesterday they unblocked my account after checking with documents that everything was correct, and it turns out that today I still do not have my € 50 that I made by transfer to the Codere account to have them in my Codere account, that is, they unblocked the account because everything is correct but the € 50 that I deposited by bank transfer have not appeared since 06/17/2025 as reflected in the receipt that I sent you. Codere does not tell me anything, I will have to report them in the end, in the offices they have in Alcobendas (Madrid), I have no other solution. They have kept my € 50.

Buenos días Tomás,seguimos igual,ayer me desbloquearon la cuenta después de comprobar por documentos que estaba todo correcto,y resulta que hoy aún sigo sin mis 50€ que hice por transferencia a la cuenta de Codere para tenerlos en mi cuenta Codere,es decir que me desbloquean la cuenta porque está todo correcto pero los 50€ que deposite por transferencia bancaria no me aparecen desde el día 17/06/2025 como refleja el justificante que te envié.Codere no me dice nada,tendré que desnunciarles al final,en las oficinas que tienen en Alcobendas (Madrid)otra solución no me queda ya.Se han quedado con mis 50€.

I apologize for not replying sooner.

Could you please share a payment confirmation of a previous successful recent deposit so we may review the discrepancy?

Could you also please share the communication you received from the casino alleging you used incorrect payment information when making the deposit?

Send this information to my email at [email protected]

Good afternoon Tomás, I've already sent it to your email, thank you very much.

Buenas tardes Tomás ya se lo he enviado al correo, muchas gracias

Thank you very much, angelotero0064, for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear angelotero0064,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan