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On August 6, 2024, I deposited €100 via bank transfer, but it has yet to be credited to my account. I have contacted chat support a total of 7 times, and each time they have told me: "It's still being processed, we will notify you via email." To date, I've received nothing.

Habe am 06.08.2024 100 € via Bank Überweisung eingezahlt, bis heute wurde dieses nicht gutgeschrieben. Ich habe insgesamt 7x den Chat Support angeschrieben, diese sagten: Ist noch in Bearbeitung, wir melden uns per E-Mail. Bis heute nichts.

Dear Delta90, 

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

The bank says that the payment has arrived in the recipient's account. This is also not the first transfer to the recipient. The bank also says that they cannot do anything because the funds have arrived.

Die Bank sagt, dass die Zahlung auf dem Konto des Empfängers angekommen ist. Dieses ist auch nicht die erste Überweisung an den Empfänger. Die Bank sagt ferner, dass diese nichts machen können, da die Funds angekommen sind.

To be able to continue with the investigation, please send me the following:

• deposit payslip
• bank statement in PDF format starting from the date you deposited money to your casino account up to today
• transaction (deposit) history from your casino account
• communication with the casino customer support
• communication with your bank

My email address is veronika.l@casino.guru. Thank you in advance for your cooperation.

Dear Delta90,

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.

I'm not sending you my pay slip, it's none of your business and has absolutely nothing to do with the case. Close the case, you're not helping.

Ich schicke Ihnen doch nicht meine Lohnabrechnung, das geht sie gar nix an und hat absolut nichts mit dem Fall zu tun. Schliessen Sie den Fall, sie helfen nicht.

I am sorry there has been an error in our translation, I am not talking about your payslip in terms of your job, but the payment receipt, which is a document showing that you sent the deposited amount to the casino.

Dear Delta90,

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.