Betinia Casino - Hráčův vklad nebyl nikdy připsán na jeho kasinový účet.

I paid via Sofortüberweisung. The money is gone from my account. At Betinia, however, the deposit is shown as canceled. Although everything went well.

Ich habe per Sofortüberweisung eingezahlt. Das Geld ist von meinem Konto weg. Bei Betinia steht die Einzahlung allerdings als Storniert. Obwohl alles erfolgreich lief.

Dear Dustin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 which 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.

Could you please advise if you contacted your payment provider/bank already? If there’s any relevant communication, please forward it along with a payment receipt to petronela.k@casino.guru.

As I mentioned earlier, if a deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary.

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

Best regards,

Petronela 

Additional comments from the player:

"Hello, I have not yet contacted my bank. I first checked with Betinia myself. The financial department I said came back to me. It was 3 days ago."

Additional comments from the player:

"Hallo, meine Bank habe ich noch nicht kontaktiert. Ich habe zunächste bei Betinia selbst nachgefragt. Die meinten uhre Finanzabteilung meldet sich bei mir. Dies ist nun 3 Tage her."

Thank you, Dustin, for your reply. Please contact your bank as they should be part of the investigation and forward the payment receipt to petronela.k@casino.guru. As I mentioned earlier, if the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account. 

Dear Dustin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.