Unfortunately, some of my payments were not credited even though they were deducted from my account!!!

Leider wurden einige meiner Zahlungen nicht gutgeschrieben obwohl von meinem konto abgebucht!!!

Dear bestellungenduvan,

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 it was your first deposit in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

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

Best regards,

Kristina

It's not the first deposit.

I've already been to the bank

here's the answer:

"Hello Savas,

Please contact the payee directly and clarify the matter.

There's nothing we can do here."

Es ist nicht die erste Einzahlung.

bei der Bank war ich schon,

hier die Antwort:

"Hallo Savas,

setz dich bitte direkt mit dem Zahlungsempf?nger in Verbindung und kl?r den Sachverhalt ab.

Hier k?nnen wir nichts machen."

It's not the first deposit.

I've already been to the bank

here's the answer:

"Hello Savas,

Please contact the payee directly and clarify the matter.

There's nothing we can do here."

Es ist nicht die erste Einzahlung.

bei der Bank war ich schon,

hier die Antwort:

"Hallo Savas,

setz dich bitte direkt mit dem Zahlungsempf?nger in Verbindung und kl?r den Sachverhalt ab.

Hier k?nnen wir nichts machen."

Thank you very much for your reply, bestellungenduvan. Could you please post here (or forward me) a screenshot of your deposit/cashier history? Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

m chat always the same answer.

we will forward it, nothing else!!!

I called both my bank and SOFORT KLARNA.

dad money is through, for both of them. It must be with the casino's payment processor

m chat immer die selbe Antwort.

wir leiten es weiter, sonst nichts!!!

ich habe sowohl mit meiner Bank, alsauch mit SOFORT KLARNA telefoniert.

dad Geld ist durch, bei beiden. Es muss beim zahlungsunternehmer des Casinos sein

I’m very sorry but you haven’t answered any of my previous questions. Please check my last reply and try to assist - I asked for a cashier history, not a deposit receipt and I haven't received any emails with communication between you and the casino. All requested information is essential if we wish to proceed with the case. Thank you in advance.

???

Thank you very much, bestellungenduvan, for your cooperation. I will now transfer your complaint to my colleague Branislav ([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.  

Hello, bestellungenduvan,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

However, the screenshots from your account cashier show transactions from August 2023 until now, but if I understood it correctly, in your bank statements, there are transactions made in July 2023 (besides one that confirms a deposit made in October beginning). So, in the meantime, while we wait for the casino's response, can you please provide the history from your casino account cashier for July 2023, please?

If it suits you better, feel free to use my email mentioned above.

And one more question - if you knew about any unsuccessful/non-credited deposits made to the casino, why did you keep depositing there?

Now I would like to invite N1 Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear N1 Casino team,

Could you please look at the player's issue and investigate the matter with the appropriate casino departments using the details from the screenshots provided above, and inform us about the outcome of the investigation?

Are there any unsuccessful deposits, and if yes, what is the issue with them, and what needs to be done for them to be credited to the complainant's casino account?

If it suits you better, feel free to use my email address to reply ([email protected]).

Thank you in advance for providing the information.

Hello,

Given your situation with the limits, we had to add deposits later; some were added after the provider provided their status update. Such information can also be clarified with our support team.

20.07 deposit was already added in August.

14.07 deposit - checking if it was added, need some time for review.

25.07 deposit (100 EUR) was already added in August.

21.07 deposit (37 EUR) was already added in August.

05.10 deposit was already added (in the same month).

Thank you, N1 Casino team, for your really quick response and the explanation!

No problem at all. Feel free to let us know once you have the necessary information about the deposit made on July 14, 2023.

As a standard, we provide the involved parties with 2x7 days to respond, so it should be enough time to gather the details regarding the transaction in question. However, although we cannot keep the complaint open for an indefinite period, in special cases, we are able to provide the casino with extra time to respond if we are asked to. So please, if you do not manage to gather the missing update within 14 days, do not hesitate to inform us about it.

When you reply with the update, can you please also clarify the limits you mentioned in your previous post?

Hello,

You are welcome.

77 EUR (14.07) deposit was added yesterday.

It looks like the player had a weekly deposit limit of a hundred euros earlier. We can see it has been outdated for over a month now.

Thanks

Danke

Thank you, bestellungenduvan, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds, and based on your last post without indication of any further issues, I dare to consider the case sorted out and closed. Therefore, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you very much, N1 Casino team, for your quick help and cooperation in the matter!

Best regards,

Branislav, www.kpvfaw.com