Hello,

I have on 04.04. In the casino 2 deposits a 30 + 20 € made, both of which were not credited to me. Although I immediately sent screenshots of the transfers, nothing was done by the casino. After 2 weeks I created 2 inquiries at my bank, each costing me 15 €. This research has shown that my money was properly returned on April 6th. Received by the casino's payment provider. I confronted the casino with this and told them to finally vouch for my deposits and the fees for these orders because it was their fault. The only thing that has happened so far is that I was credited with the € 30 of the 1st deposit today, but they refused to pay the fees and they still claim that the 2nd deposit did not arrive. After almost 3 weeks. I ask for your help in this case

Hallo,

Ich habe am 04.04. Im dem Casino 2 Einzahlungen a 30+20€ get?tigt die mir beide nicht gutgeschrieben wurden. Obwohl ich umgehend Screenshots der überweisungen hingeschickt habe ist von Seiten des casinos nichts unternommen worden. Ich habe dann nach 2 Wochen bei meiner Bank 2 nachforschungsauftr?ge erstellt die mich je 15€ gekostet haben. Diese Nachforschungen haben ergeben, dass mein Geld ordnungsgem?? am 06.04. Beim zahlungsanbieter des casinos eingegangen sind. Ich habe das Casino damit konfrontiert und mitgeteilt sie sollen mir endlich meine Einzahlungen und die Gebühren für diese Auftr?ge Gutscheinen, da es ihr verschulden war. Das einzige was bis jetzt passiert ist, ist das man mir heute die 30€ der 1. Einzahlung gutgeschrieben hat aber man verweigert die Gebühren zu übernehmen und man behauptet weiterhin die 2. Einzahlung w?re nicht angekommen. Nach mittlerweile fast 3 Wochen. Ich bitte um Ihre Hilfe in diesem Fall

Dear Mario,

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, the casino has its hands tied and I don’t believe that you would be entitled to any refund of the fees. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please forward the payment receipt to [email protected]?

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

Best regards,

Petronela 

Thank you very much, Mario, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks for your support!

Vielen Dank für Ihre Unterstützung!

Hello Mario,

I looked at your complaint and will do my best to help you. I would like to invite Playamo Casino into this conversation. Casino, can you please specify what is the problem with the player’s deposit?

The response from the casino when I invited you here: We ask that you conduct this conversation appropriately. Please note that we can only provide support for problems that occur on our website and that we do not interact in a third-party forum; all communication is reserved for our live chat and our e-mail department.

Sincerely, casino support team

Die Antwort des casinos als ich sie hierher eingeladen habe: Wir bitten Sie, dieses Gespr?ch in angemessener Weise zu führen. Bitte beachten Sie, dass wir nur bei Problemen, die sich auf unserer Website ereignen, Support leisten k?nnen und nicht in einem Forum eines Drittanbieters interagieren, die gesamte Kommunikation ist unserem Live Chat und unserer E-Mail-Abteilung vorbehalten.

Mit freundlichen Grü?en, Casino-Support-Team

We would like to ask the Playamo 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’.

Hello,

Both deposits arrived with a major delay, on April 21, 2021 04:30:43 and on April 23, 2021 15:28:58

We are sorry for the delays caused by the payment provider.

However, the casino will not refund any fees that cost the customer to investigate the payment delay with the bank, because for these kinds of situations we always happy to help via LIVE-chat and email support, which we did and in this case, it would cost nothing to the player.

We are hoping for your understanding.

Dear Mario,

can you confirm that your deposits were credited?

I can confirm that the two payments were credited 3 weeks late. But it's not okay that the fees weren't refunded, the "help" in the chat was a joke. It was always just me to wait. And there is no redress from the casino for the problems! I am very disappointed with this and will never visit this casino again. Thank you anyway for your support.

Ich kann best?tigen dass die beiden Einzahlungen mit 3 Wochen Versp?tung gutgeschrieben wurden. Aber es ist nicht in Ordnung das die Gebühren nicht erstattet wurden, die "Hilfe" im Chat war ein Witz. Es hie? immer nur ich soll warten. Und es geb keinerlei Wiedergutmachung des casinos für die Probleme! Bin darüber sehr entt?uscht und werde dieses casino nie wieder besuchen. Vielen Dank trotzdem für die Unterstützung.

Dear Mario,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam www.kpvfaw.com