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I paid 101 € then I got an email that the payment was declined. Money was withdrawn from my bank account but not added to my player account

Habe 101€ eingezahlt dann bekam ich eine Email die Zahlung wurde abgelehnt. Geld wurde von meinem Bankkonto abgebucht aber nicht meinem spielerkonto gutgeschrieben

Dear Dominik,

Thank you very much for submitting your complaint and forwarding your payment receipt. 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.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account.

Could you please advise if you contacted your bank already? If there’s any relevant communication, 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.

Best regards,

Petronela 

Money has been added to my player account, thank you very much

Geld wurde meinem spielerkonto gutgeschrieben, vielen Dank

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Dominik, for your confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru