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Hello, on 08/12/24, I made a deposit of €25 using the code JINGLE, which is a promotional box at Betandplay. This amount was debited from my bank account but was neither credited to my player account nor refunded. I contacted support and was informed that it could take up to 5 days for the amount to be credited or refunded.

As it has now been 7 days and nothing has happened yet, I have repeatedly tried to contact the 24/7 support, but they have not responded, and I also sent an email directly to support. I have not received a response from them thus far.

Yes, it's "only" €25, but it's still money that I intended to use for playing, which wasn't possible, and I have not been refunded either. I have to adhere to the rules, so I expect the same from the other side.

Hallo, ich hatte am 08.12.24 eine Einzahlung in Höhe von 25€ mit dem Code JINGLE getätigt, welches eine Angebotskiste bei Betandplay ist. Dies wurde von meinem Bankkonto abgebucht aber weder zurück gebucht noch auf mein Spielerkonto gebucht. Ich habe den Support angeschrieben da wurde mir mitgeteilt, dass es bis zu 5 Tage dauern kann bis der Betrag gutgeschrieben oder zurück gebucht wird.

Da bis heute (nach 7 Tagen) noch immer nicht passiert ist, habe ich mehrfach versucht den 24/7 Support anzuschreiben, welcher mir aber nicht antwortet sowie noch einmal eine E-Mail geschrieben an den Support direkt. Dort auch keine Antwort bekommen bis jetzt.

Ja es geht "nur" um 25€ aber trotzdem ist es Geld, was ich zum spielen nutzen wollte, was nicht möglich war und mir auch nicht zurück gezahlt wurde. Ich muss mich auch an die Regeln halten, also erwarte ich dies auch von der Gegenseite.

Dear rico871109, 

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 takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. 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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, thank you very much for the information and your efforts. I will continue to keep you updated on how everything develops. Best regards, Rico

Hallo, vielen Dank für die Information und die Bemühungen. Ich werde weiterhin auf dem laufenden halten wie sich alles entwickelt hat. Liebe Grüße Rico

Hello, I received an answer by email today. It informed me that the money had been paid into my player account, but that this had not happened. When I raised the issue with support, I was told that it could not be assigned and would need to be processed further and that I should submit bank statements. I could only send these as a screenshot, as I will not have access to them until the beginning of January.

I'll upload the email as an attachment if that works. My lawyer told me I should try to sort this out again in the normal way, which is unfortunately not possible. If nothing comes of it now, then I'll give him my okay and let the lawyer handle everything.

Best regards, Rico

Hallo, ich habe heute per E-Mail eine Antwort bekommen. Mir wurde darin mitgeteilt, dass mir das Geld auf mein Spielerkonto gezahlt wurde, was jedoch nicht geschah. Als ich im Support das Problem angesprochen hatte, wurde mir mitgeteilt, dass dies nicht zugeordnet werden kann und weiter bearbeitet werden muss und ich Kontoauszüge einreichen soll, diese habe ich nur per Screenshot schicken können, da ich erst Anfang Januar Zugriff auf diese habe.

Die E-Mail lade ich als Anhang hoch, sollte dies funktionieren. Mein Anwalt sagte mir, ich soll nochmal normal versuchen dies zu klären, was leider nicht möglich ist. Sollte sich jetzt nichts ergeben, dann gebe ich Ihm mein okay und lass das alles über den Anwalt laufen.

Liebe Grüße Rico

Thank you for your reply. Could you please send me screenshots of your deposit history in your casino profile, specifically around the dates of December 8th through December 10th? Thank you very much for your cooperation.

Hello, of course, these should be here again.

Hallo, natürlich, diese müssten wieder hier mit dabei sein.

Could you please specify how many €25 deposits you made on December 8 and December 9? Kindly send me your bank statement for these dates. My email address is veronika.f@casino.guru. Thank you for your cooperation.

Dear rico871109,

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.

Hello, I sent the file via email.

Hallo, ich habe die Datei per E-Mail zugesandt.

I have reviewed the bank statement you provided, and I noticed six transactions of 25 EUR made to the casino between 9 and 11 December. However, according to your casino account history, there are only five transactions. Could you kindly confirm if this discrepancy is correct? Have you provided the casino with deposit slips for all payments made on those days?

I am in contact with the casino. I have sent my bank statements to support and they are waiting for a response from the payment provider. The payment in question was the first one that didn't work, but all the others worked. I am still waiting for a response from support and will of course give an update here on the outcome.

Ich bin mit dem Casino im Austausch. Ich habe dem Support meine Kontoauszüge geschickt und diese warten auf eine Rückmeldung des Zahlungsanbieters. Die Zahlung um die es da geht war die erste, welche nicht funktionierte, alle anderen haben jedoch geklappt. Ich warte noch eine Rückmeldung des Supports und würde hier dann natürlich eine Information geben, was raus kam.

Hello, the casino has responded, but I don't know what to think about it.

I am enclosing a screenshot of the email, so for Betandplay the matter is probably settled.

Best regards

Hallo, also das Casino hat geantwortet, was ich davon halten soll, weiss ich auch nicht.

Ich schicke einen Screenshot der E-Mail mit dazu, für Betandplay ist die Sache wahrscheinlich erledigt.

Liebe Grüße

Thanks a lot for your reply. Could you please send me your bank statement from December 9th until today so that we can check if the transaction was returned to your bank account?

I can do this via PDF file until the end of December. From January 1st to today, I can only do it via screenshot, as I only have access to the bank statements at the end of the month.

Do you have an email address I can send this to please?

Bis Ende Dezember kann ich das per PDF Datei machen. Ab 01.01. bis heute würde nur gehen per Screenshot, da ich immer erst Ende des Monats Zugriff auf die Kontoauszüge habe.

Haben Sie eine E-Mail Adresse, an die ich das schicken kann bitte?

Of course, my email address is veronika.f@casino.guru. Thank you for your cooperation.

I sent out the email.

Ich habe die E-Mail raus geschickt.

Thank you very much, rico871109, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear rico871109, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Betandplay Casino representative to join this conversation. 

Dear Betandplay Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hi Team,

Since we never received any proofs to our support mail address confirming that the money never returnt back to player and this thread also seems to not really provdie any further information , we will not be able to look in to it - however out of goodwill i booked 25 Euro to the player account.

Thanks for everything - however kindly provide the bank statement in future so we can also have a look from our side.

I sent the bank statements to support via email on January 2nd, 2025, and received a response saying that they were now being checked, which I also have in my inbox as proof. I would still like to thank them for taking care of it and hope that everything goes smoothly as soon as I have to send something, no matter what it is. Many thanks for the efforts to Casinoguru and Betanplay Casino.

Ich habe die Kontoauszüge am 02.01.2025 per E-Mail an den Support gesendet, worauf auch eine Antwort kam, dass diese jetzt geprüft werden, was ich auch im Posteingang als Nachweis habe. Ich bedanke mich trotzdem, dass sich gekümmert wurde und hoffe, dass alles reibungslos läuft, sobald ich etwas schicken muss, egal worum es geht. Vielen Dank für die Bemühungen an Casinoguru sowie Betanplay Casino.

You are very welcome ! Hope you also saw the Bonus waiting for you!

Dear Betandplay Casino, 

thanks for your kind gesture.

Dear rico871109, 

may I confirm that you are satisfied with the solution provided by the casino, and that it is acceptable to proceed with closing this complaint?

Hello, yes you can. Thank you for your help and support and also Betanplay for the solution. I am satisfied and the complaint can be closed. Thanks again.

Hallo, ja dürfen Sie. Ich danke Ihnen für die Hilfe und Unterstützung und auch Betanplay für die Lösung. Ich bin zufrieden und die Beschwerde kann geschlossen werden. Danke noch einmal.

Dear rico871109,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina Duboak 

Casino.Guru