Hello Casinoguru Team,

I'm having yet another issue with making a deposit into your supposedly great casino...

I transferred 50 Euros in real time from my N26 account. But unfortunately, the money has not been credited to my player account. Instead, the deposit was rejected without any explanation. What is this all about? Now I have to chase after my money to get it back. Can you help me solve this problem?

Thank you very much for your help.

Best regards,

Alex

Hallo Team von Casinoguru,

ich habe mal wieder ein Problem mit einer Einzahlung in euer ach so tolles Casino...

Ich habe über mein N26 Account per Echtzeit 50 Euro überwiesen.Nur leider ist das Geld nicht auf dem Spielerkonto eingegangen.Sondern die Einzahlung wurde ohne jegliche Gründe abgelehnt.Was soll so etwas?Nun muss ich meinem Geld hinterherlaufen um es wieder zu bekommen.K?nnt ihr mir helfen das Problem zu l?sen?

Vielen Dank für eure Hilfe

Beste Grü?e

Alex

Dear Sandor,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Why should I contact the payment provider if the casino rejects the deposit? That's their job to take care of where the money is. After all, they rejected it without giving any reasons.

This is neither customer friendly nor anything else. A really bad casino

Wieso sollte ich mich an den Zahlungsanbieter wenden,wenn das Casino die Einzahlung ablehnt?Das ist deren Aufgabe sich darum zu kümmern wo das Geld ist.Immerhin haben die das abgelehnt ohne angaben von Gründen.

Das ist weder Kundenfreundlich noch sonstiges.Ganz schlimmes Casino

Hello Casinoguru team,

I have now dealt with the financial service provider myself, so the casino received the money but rejected it. The financial service provider refunded me the money. So that's what it said in the email. There's a lot that can be said. As long as this isn't clarified, the complaint remains open .And I think it would be nice if the casino at least apologized. They rejected it for reasons that no one knows.

Hallo Team von Casinoguru,

ich habe mich nun doch selber mit dem Finanzdienstler auseinander gesetzt also das Casino hat das Geld bekommen aber abgelehnt.Der Finanzdienstleister erstattet mir das Geld.Also so stand es in der Email.Erz?hlen kann man viel.Solange das nicht gekl?rt ist bleibt die Beschwerde offen.Und ich f?nde es sch?n,wenn das Casino sich wenigstens entschuldigt.Die haben es ja abgelehnt aus Gründen die keiner kennt.

Dear Sandor,

I'm glad to hear your money was located and returned to you. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

www.kpvfaw.com

We reopened the complaint after we received the following message from the player:

"Hello, where does it say the money has been returned? The money hasn't reached my account yet so this complaint isn't resolved..."

We reopened the complaint after we received the following message from the player:

"Hallo wo steht,dass das Geld zurückgebucht wurde?Das Geld ist immer noch nicht auf meinem Konto eingegangen somit ist diese Beschwerde nicht gel?st..."

I apologize for the misunderstanding, Sandor.

You wrote:

"Der Finanzdienstleister erstattet mir das Geld. Also so stand es in der Email."

Could you please forward me the email you received? My email is [email protected]

I'll await your reply.

I will forward you all messages with the financial service provider

Ich leite dir s?mtliche Nachrichten mit dem Finanzdienstleister weiter

Hello Tomas, I forwarded it to you. Please give me feedback if something is unclear or you need more information

Hallo Tomas ich habe sie dir weitergeleitet.Gib mir bitte eine Rückmeldung falls etwas unklar ist oder du mehr infos brauchst

I've received your email.

I can see the casino issued a refund of your deposits in response to the situation.

I would like to emphasize refunds issued by the casino might take longer than a regular withdrawal, so I'll set the timer for 14 days. I am confident the money will reach your bank account eventually.

Please inform us when the money reaches your bank account, or if you require any further assistance.

Thank you for your understanding.

Hello, the money was not transferred to the account but to the player account, so the matter is settled for me

Hallo das Geld wurde nicht aufs Konto überwiesen sondern aufs Spielerkonto damit ist die Sache für mich erledigt

Please keep the complaint open or I will create a new one. Now the next deposit has not been booked despite real-time transfer. So I'm slowly getting fed up...

Die Beschwerde bleibt bitte offen oder ich erstelle eine neue.Nun ist die n?chste Einzahlung nicht gebucht worden trotz Echtzeitüberweisung.Also langsam hab ich die Nase voll...

Can be closed thanks

Kann geschlossen werden danke

I understand. I am glad your deposit was found and credited to your casino balance. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

www.kpvfaw.com