Casino Universe - Hráčův vklad nebyl připsán na účet.

Hello everyone,

I made a deposit of 45€ at 18:26 on 12/15, wanting to have a bit of fun. But the money, for DAYS now, has not appeared in my casino account, though it was deducted from my bank account.

I made the payment via 'Instant'. When I asked about it, I was told it could take 1-6 days. Absolute nonsense, it was meant to be Instant.

Whenever I try to inquire, the chats get abruptly closed. My questions are ignored, the responses are rude and the chat area is blocked for me, preventing me from contacting anyone. The email address provided on the website isn't functional either.

I demand my money back. I wanted to close my account, but then again, the chat ended deliberately. The employee's name is Harri.

I hereby seek assistance in getting my money back and closing my account. That casino should be blacklisted.

Hallo zusammen,

ich habe am 15.12 um 18:26Uhr 45€ eingezahlt und wollte einfach ein wenig Spaß haben. Das Geld ist aber SEIT TAGEN nicht auf meinem Casino Konto und es wurde meiner Bank aber abgebucht.

Ich habe via sofort eingezahlt. Auf Anfragen wurde mir gesagt es kann 1-6 Tage dauern. Völliger Blödsinn, es war Sofort.

Auf Anfragen werden Chats einfach geschlossen. Meine Fragen ignoriert und unhöflich geantwortet und der Chatbereich für mich geschlossen, sodass ich niemanden mehr kontaktieren kann. Die E-Mail Adresse die auf der Seite angegeben ist funktioniert auch nicht.

Ich verlange mein Geld zurück. Ich wollte meinenAcount schließen lassen, da wurde der Chat auch absichtlich geschlossen. Der Mitarbeiter heißt Harri.

Ich bitte nunmehr um Hilfe mein Geld zurück zu bekomen und den Account schließen zu lassen. Das Casino gehört auf die Blacklist.

Dear Serje, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Serje,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.