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I deposited 100 euros this morning, but they haven't been credited yet. When I contacted support, they said they had withdrawn the money because they discovered I had received funds from them, but they hadn't received them from me.

Ich habe heute morgen 100 Euro einbezahlt wurden bis jetzt nicht gutgeschrieben als ich den Support Anfrage hieß es sie hätten mir das eingezogen da sie festgestellt hatten das ich von den Gelder bekommen hätte aber sie nicht von mir

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Dear Pfwrdejolle,

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

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

I received an email from the casino confirming that I made two deposits, but the second one wasn't credited to my player account.

Habe eine Mail vom Casino wo ja bestätigt wurde das ich 2 Einzahlungen gemacht habe aber die 2. Wurde meinem Spielerkonto nicht gutgeschrieben

Thank you for your reply.

To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is [email protected]. Thank you for your patience and cooperation.

Dear Pfwrdejolle,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru