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

Good evening, I deposited € 50 today via Paysafecard, but the money was never credited. After several inquiries in the chat it was always said to wait another hour. I have already been waiting 3 hours and have shown the successful deposit in the chat. The 50 € are also in my transaction history. I then said that I didn't have a good feeling about playing at this casino and asked for my money to be returned. My account was then closed. I would like my money back.

Guten Abend, habe heute 50€ eingezahlt per Paysafecard das Geld wurde allerdings nie gut geschrieben. Nach mehrfachen nachfragen im Chat hieß es immer solle noch eine Stunde warten. Ich warte jetzt bereits 3 Stunden habe im Chat auch die erfolgreiche Einzahlung gezeigt. In meinen Transaktion Verlauf stehen die 50€ auch. Ich sagte dann das ich kein gutes Gefühl habe in diesem Casino zu spielen und bat mein Geld wieder gutzuschreiben. Darauf hin wurde mein Konto geschlossen. Ich hätte gerne mein Geld zurück.

Dear Heiko,

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, casino has its hands tied. Could you please advise which payment method you would prefer to have your refund sent to? Was your account verified?

If there’s any relevant communication, please forward it along with the payment receipt 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 

Thank you very much, Heiko, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Heiko.

Thank you very much for sharing your negative experience with the Casoo Casino. We will now try to get in touch with them.

Hello, everyone 

This situation happened just 30 hours ago. 

As we already informed the customer multiple times - the case has been sent to our platform for investigation, and they will contact Paysafecard associates directly. These types of investigations could take from 3 to 5 days because communication with payment system provider doesn't happen so fast. 

There is no need for panic; we just need to be patient and wait a bit. As soon as there will be any updates, we will inform the customer via email. If any money was wrongfully taken, we can guarantee that it will be credited back. 

About account closure - block request was made by the customer himself. We didn't close it on our own, as the customer tries to imply in this complaint. 

For now, we have re-opened customer's account. 

Heiko, please be patient; your case is being handled. 

CasinoGuru team, please leave this complaint opened until it is resolved on our side.

Regards

Andrei

Hello Heiko.

Please, is there any new information about your case?

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 forced to reject 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.