Hello folks,

I deposited the mentioned amount exactly 1 week ago and have not received a credit to my account from the casino. The debit at my house bank went through and I immediately sent the casino the requested screenshot of the Giro Pay transfer. To this day I am put off by the fact that the missing deposit is checked with their payment provider. Something like that can't last 7 days and I'm slowly getting impatient.

Thanks for your help

Hallo Leute,

Ich habe vor genau 1 Woche den genannten Betrag eingezahlt und vom Casino keine Gutschrift auf mein Konto erhalten. Die Abbuchung bei meiner Hausbank ging durch und ich habe dem Casino auch gleich den angeforderten Screenshot der Giro Pay überweisung geschickt. Bis heute werde ich vertr?stet, das die vermisste Einzahlung mit deren payment Provider überprüft wird. Sowas kann doch keine 7 Tage dauern und langsam werde ich ungeduldig.

Danke für die hilfe

Dear Gambler82,

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

Hello,

In this case it is the casino's payment provider and not my bank.

The money was definitely credited to the payment provider. I have provided the casino with the transaction details (purpose of dispatch, etc.) as a screenshot for verification.

I don't understand why such a check between the casino and their provider can take so long.

I'm not getting any replies to my emails either. I sent this to their support days ago.

Thanks for the help but I haven't had such a problem with any of the casinos so far.

Hallo,

In dem Fall ist es aber der Zahlungsanbieter des Casinos und nicht meine Bank.

Das Geld wurde definitiv dem Zahlungsanbieter gutgeschrieben. Die Transaktionsdetails (Versendungszweck etc.) dieser Zahlung habe ich dem Casino als Screenshot zur Prüfung bereitgestellt.

Mir ist nicht verst?ndlich weshalb solch eine Prüfung zwischen Casino und deren Anbieter so lange dauern kann.

Ich erhalte aber auch keine Antworten auf meine E-Mails. Diese habe ich bereits vor Tagen an deren Support versandt.

Danke für die Hilfe aber solch ein Problem hatte ich bislang bei keinen der Casinos.

Can you please clarify when exactly did you forward them the payment confirmation? Based on our experience it might sometimes take even a month to credit a miss placed deposit as it might take a little while to link the payment to the player.

Hello Nick,

I got the payment confirmation on the same day, 30.09. provided.

The casino last contacted me on Friday, October 7th, with the information that they had written to the payment provider again.

Hallo Nick,

Ich habe die Zahlungsbest?tigung noch am selben Tag den 30.09. bereitgestellt.

Das Casino hatte sich zuletzt am Freitag den 07.10 bei mir gemeldet, mit der Info das sie den Zahlungsanbieter erneut angeschrieben h?tten.

Dear Gambler82,

Based on our experience, crediting a miss placed or lost deposit might take up to even a month to resolve as it usually depends on the response time of the payment providers. As you did the deposit for over 2 weeks ago, I would definitely recommend to wait only for at least a week more. If the money still won't appear on your account we will definitely intervene.

Hello Nick,

It's been 3 weeks now and the casino hasn't contacted me for a week, despite asking via email.

Could you please get in touch with them. I thank you for the help

Hallo Nick,

Es sind jetzt 3 Wochen vergangen und das Casino hat sich seit einer Woche nicht mehr bei mir gemeldet, trotz Nachfrage per E-Mail.

K?nntest du bitte Kontakt mit denen aufnehmen. Ich danke dir für die Hilfe

Thank you Gambler82 for the update. I will now forward your complaint to my colleague Adam ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Gambler82,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Nomini Casino to join the conversation and participate in the resolution of this complaint.

Dear Nomini Casino,

Can you please provide an update on the status of the player's deposit?

Kind regards,

Adam

Good day, 

Thank you for reaching out. We completely understand how frustrating this situation is and you can be sure that we are doing our best to solve it.

Unfortunately, we did not receive the results of the investigation from the payment provider yet. We have sent them a reminder and we hope the issue is going to be cleared soon. We will update you as soon as we get any news.

We appreciate your patience and cooperation.

Sincerely,

Nomini

Good day,

Today we were informed by the payment provider that they did not receive funds on their side. The transactions is recorded as failed due to an error "response failed". 

Therefore, we kindly ask the customer to contact their bank to check the status of the transaction.

Please feel free to contact us if you have any questions.

Sincerely,

Nomini

Hello,

However, the money was credited to the payment provider and debited from my bank account. I sent you the screenshot that proves it. I don't know how my bank is supposed to help here exactly. The money was already debited more than 4 weeks ago. The payment provider can see exactly that the money was debited from me and credited to them.

Hallo,

Das Geld wurde dem Zahlungsanbieter aber gutgeschrieben und von meinen Bankkonto abgebucht. Den Screenshot, der das belegt, habe ich ihnen doch geschickt. Ich wei? nicht wie meine Bank hier genau helfen soll. Das Geld wurde bereits vor mehr wie 4 Wochen abgebucht. Der Zahlungsanbieter kann doch genau sehen, dass das Geld bei mir abgebucht und denen gutgeschrieben wurde.

@nominiCasino

After consultation with my lawyer, I ask you to send me your answer and also the answer of your payment provider to my e-mail. Thanks

@nomini Casino

Nach Rücksprache mit meinen Anwalt, bitte ich sie, mir ihre und auch die Antwort ihres Zahlungsanbieters an meine E-mail zu senden. Danke

Thank you all for your responses.

Dear Gambler82,

Could I ask you to please send the aforementioned screenshot showing the amount debited from your account to my e-mail, [email protected]?

Dear Nomini Casino,

Could I ask if you are also able to send proof of the failed transaction to the same e-mail address, and also any information that might help the player's bank trace the missing payment?

Kind regards,

Adam

Hello Adam,

I have forwarded the screenshot and email history to you. I thank you for your help.

Hallo Adam,

ich habe dir den Screenshot und E-Mail Verlauf weitergeleitet. Ich danke dir für deine Hilfe.

Hello Gambler82,

I have received the screenshot, thank you for sending it.

We are still awaiting a further response to my last post from the casino. In the meantime, can I ask if you have contacted your bank? It may be worth doing so to help speed up the resolution of this issue, even if it is only for them to officially confirm that the transaction has not failed and been returned. I would suggest contacting them via e-mail so that you can share the response with us and the casino.

Kind regards,

Adam

Hello Adam,

I have written to my bank asking them to verify the transaction. I'll let you know as soon as she gets in touch with me

Thanks

Hallo Adam,

Ich habe meine Bank angeschrieben mit der Bitte um Prüfung der Transaktion. Ich gebe dir Bescheid sobald diese sich bei mir gemeldet hat

Danke

Hello Adam,

My bank has now reversed the amount and credited it to me.

Thank you again for your help!

Halli Adam,

Meine Bank hat den Betrag jetzt zurückgebucht und mir gutgeschrieben.

Ich danke dir erneut für deine Hilfe!

Hello Gambler82,

I am glad to hear that the issue has been resolved and your payment has been located. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam