Over 20 days ago, I deposited 25 euros into this casino and was surprised to find that the money never appeared in my casino account but was indeed taken from my savings account. I've been writing to them almost daily and they kept telling me that they are looking into the matter and will write to me when they have any information. However, many days have passed and I still don't know anything, my money has not been returned either to my bank account or to my casino account. I believe I have been scammed and they are stalling me. I want my money back immediately and I hope you can help me.

Hace más de 20 días ingrese en este casino 25 euros y mi sorpresa es que nunca llegaron a depositarlos en mi cuenta pero si me los quitaron de mi cuenta de ahorros ,les escribo casi todos los días y me dicen que lo están investigando y que cuando tenga información me escribirán ,ya han pasado muchos días y aún no se nada pero mi dinero nunca volvió a mi cuenta bancaria ni a mi cuenta de casino ,creo que me han estafado y me dan largas ,quoero mi dinero ya por favor espero que me ayuden

Dear Pipi33,

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 that takes approximately one month. In these cases, the 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.

Could you please advise if you contacted your payment provider already? Ideally, they should be part of the investigation too.

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

Best regards,

Petronela 

Dear Pipi33,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.