Hello dear Guru Team, I deposited €20 in this casino via Astropay. Got the transaction ID but I have no funds on the casino site. There is no live chat, no reply to emails. I am very disappointed

Hallo liebes Guru Team, habe in diesem casino 20€ per Astropay eingezahlt. Habe die Transaktions ID aber ich habe kein Geld auf der casino Seite. Es gibt keinen livechat auf emails wird nicht geantwortet. Ich bin sehr entt?uscht

Dear Heiko004,

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

Hallo ich habe die zahlungsbest?tigung von Astropay erhalten. Das Geld ging an newera.

Hello Heiko,

Hope you are well!

As informed, the deposit has been completed successfully to NewEra EU.

In this case, we kindly ask you to please share with them the attached proof of the deposit and they will be able to locate and credit your balance.

In case you have other pending payment, please send us all the payment receipts so we can verify.

And there is no live chat available, you only get offline messages

Und es ist kein livechat vorhanden man bekommt nur offline Nachricht

Dear Heiko004,

Did you forward the payment confirmation by e-mail? Did you receive any respond from the casino since your last post here? If still not, we will try to intervene.

Hello the last message from the casino was that they supposedly want to contact Astropay. I asked Astropay yesterday, nobody from the casino contacted them. The casino does not answer emails or live chat messages in a rather dubious manner

Hallo die letzte Nachricht vom casino war das sie angeblich Kontakt mit Astropay aufnehmen wollen. Habe gestern bei Astropay nachgefragt, da hat sie niemand vom casino kontaktiert. Das casino antwortet weder auf Emails noch auf die Nachrichten im livechat ziemlich unseri?s

And yes I sent everything via email confirmation of payment but nothing

Und ja habe alles per Email gesendet Zahlungsbest?tigung aber nichts

Thank you Heiko004 for all the information provided so far. I will now forward your complaint to my colleague Stefan ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Heiko004,

I am so sorry to hear your deposit hasn't reached your casino account. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Da Vinci's Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Da Vinci's Casino,

Can you please state why the player's deposit has not yet been credited? Did you manage to contact Astropay regarding the lost deposit?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thanks for the help, no money has been credited to date, although according to astropay the money was sent to newera. Emails are not answered

Danke für die Hilfe bis heute ist kein Geld gutgeschrieben worden, obwohl laut astropay das Geld an newera gesendet wurde. Auf emails wird nicht geantwortet

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

Dear Heiko004,

I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them ([email protected] and/or [email protected]). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at [email protected].

Best regards,

Stefan