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Initially, I deposited 50 Euros, which was deducted from my bank account, but it was not credited to my casino account, despite presenting my bank statements.

On 05.12.2023, I requested a withdrawal of 100 Euros and 400 Euros to my Frankfurter Volksbank account. However, my bank account was terminated in September, which I had forgotten about, thus on 05.12.2023 there was already a freeze on my account. I was unable to withdraw, nor deposit - nothing worked. The casino sent the money to this account, but since my account was locked, the funds didn’t arrive and bounced back to the casino. I sent the bank statements to them showing that nothing was received due to my account being frozen. I also forwarded them the letter from my bank stating that my account would be closed on 04.12.2023. I thought the money would be located and transferred to my new account, but to this day, they claim it hasn’t been found.

Then, via my new account at Comerzbank, I deposited more money in the casino, won 400 Euros, and requested a withdrawal on 09.12.2023. The payment has been showing as "processed" in the casino since 09.12.2023. They insist that the delay is due to the payment provider and have kept me waiting for nearly two weeks. I have been checking with their live chat every day for two weeks, and all they tell me is to continue waiting. Nothing moves. The casino owes me a total of 950 Euros! Please return my money.

Also zuerst habe ich 50 Euro eingezahlt das ist von meinem Konto abgegangen wurde mir aber nicht auf mein Spielerkonto gutgeschrieben. Trotz vorzeigen meiner Kontoauszüge.

Am 05.12.2023 habe ich eine Auszahlung von 100 Euro und 400 Euro beantragt auf mein Frankfurter Volksbank Konto. Mein Bankkonto wurde aber im September gekündigt ich hatte das vergessen, daher war am 05.12.2023 schon eine Speere auf mein Konto. Ich konnte kein Geld abheben oder Einzahlen es ging garnichts. Das Casino hat das Geld an dieses Konto gesendet es kam aber nicht an da mein Konto gesperrt war. Das Geld ist wieder zurück an das casino. Ich habe denen die Kontoauszüge gesendet das nichts ingegangen ist aus dem Grund das mein Konto gesperrt war. Auch das schreiben meiner Bank das mein Konto zum 04.12.2023 aufgelöst wird habe ich denen gesendet. Ich dachte ok das geld wird gefunden und ich bekomme es auf mein neues Konto.Bis heute wurde das Geld nicht gefunden angeblich. Dann habe ich über mein Neues Konto der Comerzbank wieder eingezahlt im casino habe 400 Euro gewonnen und auch Ausgezahlt. Das am 09.12.2023. Die Zahlung steht im casino als Word verarbeitet seit dem 09.12.2023. Die sagen das es am Zahlungsanbieter liegt und lassen mich seit fast zwei Wochen warten. Ich gehe seit 2 Wochen jeden Tag in den chat und die sagen mir butte warten sie. Es passiert nichts. Das Casino schuldet mir insgesamt 950 Euro ! Bitte geben Sie mir mein Geld zurück

Dear PAOK11,

Thank you very much for submitting your complaint. I’m sorry to hear about your problems. Let's try to solve the issue with a lost deposit first.

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?
• Please forward your payment receipt to petronela.k@casino.guru. 

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

Best regards,

Petronela 

Hello Ms. Petronella, no, it was not the first deposit. You can see on the account statement that nothing has been received since December 5th, when the payout was released by the casino. On December 4th, 3x 400 euros were received. But from the day after, when my payment actually took place, nothing ever came. You also see 3 payouts in the casino 50 euros 2 have been received in the casino the 3rd not.

Hallo Frau petronella nein, es war nicht die erste Einzahlung. Sie sehen auf den Kontoauszug das ab dem 05.12 wo die Auszahlung vom casino freigegeben war nixjt eingegangen ist. Am 04.12 sind 3x 400 Euro eingegangen. Aber ab dem Tag danach wo eigentlich meine Zahlung stattgefunden hat nie etwas kam. Sie sehen auch 3 Auszahlung im das casino 50 Euro 2 sind eingegangen im casino die 3te nicht.

I would rather have my winnings of 2x 400 euros and once 100 euros and the 50 euro payout can be processed by me afterwards. I just want my money.

Icj möchte lieber mein Gewinn von 2x 400 Euro und einmal 100 Euro die 50 Euro Auszahlung kann von mir aus danach bearbeitet werden. Will einfach nur mein Geld haben .

Dear PAOK11

All the withdrawals have been approved by the casino and are being processed by the PSP.

The account is now permanently blocked due to gambling addiction.

Should you need any extra help - please feel free to contact support.

Best regards

I contacted them and they say 800 euros but I get 900 euros. I had already met the requirements and now they just deduct 100 euros from me. I'm not addicted to gambling either, I just want to have my money.

Ich habe die kontaktiert die sagen 800 Euro ich bekomme aber 900 Euro. Ich hatte den Anforderungen schon erfüllt und jetzt ziehen die mir einfach 100 Euro ab. Ich bin auch nicht spielsüchtig, will einfach nur mein Geld haben.

Hello PAOK11

We've checked the transactions.

Two transactions have the commission, since the deposit was not wagered twice.

Hope this clarifies.

Kind regards

So I have already received 20 euros credited directly via Mifinity. The 800 euros are stuck and don't arrive. Why is it. Then they should cancel it and transfer it to the Mifinity account. One payment has been pending processing since September 9th, 2012. I just want to finally have my money, please.

Also ich habe 20 Euro über Mifinity schon direkt bekommen auch gutgeschrieben. Die 800 Euro hängen und kommen nicht an. Woran liegt es. Dann sollen die das stornieren und an das Mifinity Konto überweisen. Die eine Zahlung hängt seit dem.09.12 auf Bearbeitung. Ich will einfach endlich mein Geld haben bitte.

Dear PAOK11

The rest withdrawals are being processed by the payment provider, since it's the bank transfer - it can take some time.

Please kindly notify us when the money hits your bank account.

Kind regards

Thanks to both sides for the clarification and updates.

Dear PAOK11,

Please let me know once you receive your winnings. Hopefully, it won't take long as the money should be already with the payment provider. Looking forward to hearing from you.

The payout from December 9th is still listed as being processed. It can not be. The payment should be canceled and they should credit me 400 euros. I pay it out via mifinity. This payment cannot be canceled.

Die Auszahlung vom 09.12 steht immer noch als in Bearbeitung da. Es kann nicht sein. Die Zahlung soll storniert werden und die sollen mir 400 Euro Gutschreiben. Ich zahle es über mifinity aus. Es kann nicht sein das diese Zahlung nicht storniert werden kann.

I fully understand your frustration, PAOK11. However, I will set the timer for an additional 7 days allowing to casino and payment provider two full weeks (since 18.12.2023) to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear PAOK11,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.