For two days now, I've been waiting for the 20 € that I deposited to be credited into my player account. The money was instantly withdrawn from my bank account, but hasn't been credited to my gaming account. Naturally, I selected giropay as my payment method. Needless to say, customer service keeps brushing me off with the same messages.

Zwei Tagen warte ich auf 20 € die ich eingezahlt habe das Geld wurde natürlich von meinem Bankkonto sofort abgezogen aber nicht auf meinen Spielerkonto gutgeschrieben ich habe natürlich die bezahleart giropay gew?hlt. Seitdem werde ich natürlich vom Kundenservice immer wieder mit den gleichen Nachrichten abgefertigt.

Dear zzziuu833,

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

Dear zzziuu833,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.