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Hello,

I paid 41.80 euros at this casino with my credit card and it was immediately debited from my account but never made it into the casino account. Shortly before that I deposited 20 euros with my credit card and these were immediately on the casino account. Where did my money go, what's that supposed to do? Credit cards should be instant. The chat said send this to your finance department and I should wait.. I don't understand why this is taking so long.. I sent a screenshot to the request from the chat showing that the money was debited..but they said I should wait. .

Hallo,

Ich habe 41.80 euro in diesem casino mit meiner Kreditkarte bezahlt und es wurde sofort von meinem Konto abgebucht aber kam nie in das Casino konto an. Kurz davor habe ich 20 euro mit der Kreditkarte eingezahlt und diese waren sofort auf das Casino konto. Wo ist mein geld hin was soll das. Kreditkarte sollte instant sein. Der chat sagte sie schicken das an ihre Finanzabteilung und ich soll warten.. Ich versteh nicht warum das so lange dauert.. Ich habe auf anfrage vom chat ein Screenshot geschickt das zeigt dass das Geld abgebucht wurde..aber die meinen ich soll warten..

Dear benzj044,

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 might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. 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,

Tomas

Hello there,

Since May 22, we have tried to contact the customer and have sent a letter in the mail repeatedly from the finance department, which has been doing further investigation.

We would like to let you know that your latest transaction was declined on your bank side. Unfortunately, we do not see the exact reason. Since you made successful payments with the same card before, we suggest that you try one more time.

So nothing was leaned against by my bank. It was deducted from my account and hasn't reappeared. You kept sending me the same email and I said a thousand times in the chat that the money had been debited

Also von meiner Bank wurde nichts angelehnt. Es wurde von mein konto abgebucht und taucht nicht wieder auf. Ihr habt mir immer wieder die selbe Email geschickt und ich habe im chat tausend mal gesagt das Geld wurde abgebucht

Our payment provider confirms that the payment was not rejected on our side, but on the side of your bank. If you did have a deposit, please provide a check/deposit receipt to our email support@gama.casino

Thanks both parties for your reply.

Dear benzj044,

Could you please advise if the deposited amount wasn't returned to your bank account since your last message? Have you provided the details the casino requested?

I'll await your reply.

Hello .

The amount was not credited back to my account!!! Here is a screenshot that I have sent to the casino before, where you can see that money has been debited and does not appear again.

Hallo .

Der Betrag wurde nicht auf mein Konto zurückgebucht!!! Hier ein Screenshot den ich dem casino schonmal geschickt habe wo man sieht das dass Geld abgebucht wurde und nicht wieder auftaucht.

I fully understand your frustration, benzj044. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 14 days to allow them one full month to investigate. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

We apologize for the long wait, we are currently waiting for a response from the payment provider, this may take time. As soon as we have the results, we will get back to you right away.

Hello,

The money was credited to my account today as a refund.

I was 100% right and I was always told it was your bank and the bank refused the payment etc. For this reason and all the unnecessary frustration I will permanently close the account with this casino because the trust is gone. Thank you guru for your support.

Hallo,

Das Geld wurde heute auf mein Konto als Rückzahlung gebucht.

Ich hatte zu 100% recht und mir wurde immer gesagt es liegt an ihrer Bank und die bank hat die Zahlung abgelehnt usw. Aus diesem Grund und für die ganze unnötige Frustration werde ich das Konto bei diesem casino dauerhaft schließen weil das Vertrauen weg ist. Danke guru für eure Unterstützung.

We are still waiting for information from the payment provider, after you have provided us with the data, unfortunately this will take time, as soon as we have the results, we will be sure to let you know.

We are really sorry about this situation, according to our information we have repeatedly analyzed and connected other departments to double-check as we have not yet received a final answer from our payment provider.

Dear benzj044,

I'm glad to hear your money has been refunded. I will now mark the complaint as 'resolved' in our system. 

Thank you and Gama Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru