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Good day,

On March 6, 2025, I deposited €100 at the casino.

The money was debited from my bank account but never credited to my player account. I took screenshots of everything.

After contacting support several times via email, I was repeatedly told that my money hadn't arrived.

Guten Tag,

am 06.03.2025 habe ich 100€ bei dem Casino einbezahlt.

Das Geld wurde von meinem Bankkonto abgebucht aber nie dem Spielerkonto gutgeschrieben. Ich habe von allem Screenshots gemacht.

Nachdem ich mehrmals den Support per Mail angeschrieben habe. Wurde mir immer wieder nur gesagt, dass mein Geld nicht angekommen ist.

Dear hanemannroman,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you’re facing.

It’s important to note that if your deposit has never been credited to your casino account, the next step would be to contact your payment provider. They will need to investigate the issue, but please be aware that this can take around a month. In these situations, unfortunately, the casino's hands are tied. While the investigation is ongoing, I would strongly advise refraining from depositing any further funds until this matter is resolved.

If the funds were lost during the transaction, it could take a while before they are successfully credited to your account.

To better understand your situation and help you effectively, could you please answer the following questions?

1. Was this your first deposit at the casino?
2. Have you received any communication from your payment provider or the casino regarding the status of the deposit? If yes, please forward it 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 and cooperation.

Best regards,

Petronela

Good day,

Thank you for the quick response.

After consulting the bank, the money was successfully transferred.

The payment provider Pay-Ob does not respond to any inquiries.

This was not my first deposit at this casino.

Guten Tag,

vielen Dank für die schnelle Rückmeldung.

Nach Rücksprache mit der Bank wurde das Geld erfolgreich überwiesen.

Der Zahlungsanbieter Pay-Ob reagiert auf keine Anfragen.

Das war nicht meine erste Einzahlung bei diesem Casino.

Hi hanemannroman,

Thank you for your update.

If I understand correctly, the issue with your €100 deposit has been resolved since you’ve confirmed that the money was successfully transferred from your bank account. However, it seems that Pay-Ob, the payment provider, has not been responsive to your inquiries.

Could you please confirm if the issue has been fully resolved on your end, or if you're still facing any challenges with the deposit? Additionally, if you have any new information or communication regarding this matter, please feel free to share it with us.

Thank you for your cooperation, and I look forward to hearing back from you.

Dear hanemannroman,

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.

Dear hanemannroman,

As we have not received any further response from you within the extended timeframe, we assume that your issue has been resolved. However, without your confirmation, we have no choice but to reject this complaint.

If you are still experiencing any issues, please feel free to submit a new complaint with updated details.

Thank you for your understanding.

Best regards,

Petronela

Casino Guru