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

7 days past, still pending

It's been over a week since I made the deposit, but the deposit is not reflected.

When I made inquiries many times, he said, "It will take some time, so please wait."

7 days past, still pending

入金から一週間以上が経ちますが、入金が反映されません。

何度も問い合わせたところ、「時間がかかるので待て」とのことですが、それ以上は対応してくれない状態です。

Dear Issei,

Thank you very much for submitting your complaint and forwarding the payment receipt. I’m sorry to hear about the issue.

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 it were your first deposit in this casino?

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

Best regards,

Petronela 

This is the first deposit for this casino.

It was possible to deposit with Ecopayz, but the history remains in the transaction.

このカジノに対しては初めての入金となります。

Ecopayzでの入金対応でしたが、トランザクションにも履歴が残っている状態です。

Thank you very much, Issei, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Issel!

I will take care of your complaint from now on. I would like to invite representatives of GoodMan Casino into this complaint in order to help us resolve the deposit issue.

We apologize for the inconvenience, and thank you for your cooperation.

お手数をおかけしますがよろしくお願いいたします。

Dear Issei and CasinoGuru Team,

We are sorry for the delay, but we needed to examine and check the situation more deeply. 

Unfortunately, the payment provider did not find the transaction from the screenshot in the system, the transaction was not formed on our side either. We recommend the player to contact the EcoPayz support via this link https://www.ecopayz.com/en/help-support and we are absolutely sure that they can resolve this issue.

Thank you for understanding! 

Kindest regards,

Goodman Casino Team

We also sent a survey request to Ecopayz with the transaction history.

Since it is clearly deducted from your account, it is highly possible that Ecopayz or your company has a serious payment problem.

I applied to investigate the following transactions.

If there are differences in the GMT recipients, we need to consider this mistake and would like to hear from you.

Date / Time: 29 June 2021 4:36:58 PM

GMT Recipient / Payer: Dama NV JPY

Conversion rate: Amount: 12,000.00 JPY

Inquiry: 445800000032051807

トランザクション履歴を添えてEcopayzへの調査依頼も送信しました。

口座からは明確に引き落としされている状態ですので、Ecopayzもしくは貴社に深刻な決済問題が発生している可能性が高いです。

以下のトランザクションの調査を申請しました。

GMT受取人に相違がある場合は、こちらの手違いについて考慮する必要がありますので、ご返信を頂きたいです。

日付/時間：29 6月 2021 4:36:58 PM

GMT受取人/支払人：Dama N.V. JPY

換算レート：金額:12,000.00 JPY

照会：4458010000032051807

Dear CasinoGuru Team, 

We have checked everything on our side and didn't find anything regarding this deposit. As we said before, the player should contact the EcoPayz support. 

So, we believe that this complaint should be marked as resolved. 

Thank you for understanding!

Kindest regards, 

Goodman Casino Team

Dear Issel,

Do I understand it correctly, that you contacted the payment provider?

Okay. We are inquiring.

I will share it again when Ecopayz contacts me.

はい。問い合わせ中です。

Ecopayzから連絡があったらまた共有します。

Hello Issel!

Are there any news from EcoPayz?

I received the following reply from Ecopayz. Have you been contacted?

------------

Thank you for contacting us.

We have contacted a Dama NV vendor regarding your payment.

When we receive a response from the other party, we will contact you.

If you have any questions, please feel free to contact us.

Ecopayzから以下の返信をもらいました。連絡がいっていませんか？

------------

ご連絡いただきありがとうございます。

お客様のお支払いに関しましてDama N.V.の業者にご連絡致しました。

お相手先からの応答が受信されましたら、お客様にご連絡致します。

不明な点がございましたら、いつでもご連絡ください。

Dear GoodMan Casino Team,

I would like to ask you, have you been contacted by the payment provider?

Dear CasinoGuru Team, 

We have already transferred all details about this deposit, which were provided by the player, to the payment provider.

Unfortunately, the payment provider did not find the transaction from the screenshot in the system, the transaction was not formed on our side either. 

We have checked everything on our side and didn't find anything regarding this deposit.

As we said before, the player should contact the EcoPayz support via this link https://www.ecopayz.com/en/help-support and we are absolutely sure that they can resolve this issue.

Thank you for understanding! 

Kindest regards,

Goodman Casino Team

Ecopayz should have contacted you.

Also, I tried to pay an additional 3000 JPY in preparation for losing, but this is still Pending.

Currently, we have used Ecopays for more than 50 services, but we recognize that Goodman Casino is the only site that does not solve the problem.

Thank you for your understanding.

Ecopayzから貴社へ連絡がいっているはずです。

また、失う覚悟で追加3000JPYを追加で支払ってみましたが、こちらもPendingのままです。

現状、50以上のサービスでEcopaysを利用してきましたが、GoodmanCasinoは問題を解決しない唯一のサイトという認識です。

改めてご確認をよろしくお願いいたします。

Dear Issei,

Could you, please, provide us and Casino Guru proves that you have contacted the EcoPayz and their answer?

Thank you!

Kindest regards,

Goodman Casino

Dear Issel,

I would like to ask you to forward the communication with EcoPayz payment provider to my email address, please. You can reach me at: 'martin.d@casino.guru'.

Dear Issei and Martin,

As we have just noticed, the transaction became successful a minute ago and the First deposit bonus is waiting on your account. Only good luck ahead!

Thank you!

Kindest regards,

Goodman Casino Team

Hello Issel!

Thanks to the reply of GoodMan Casino representatives, you should have your deposit already in your account, I would like you to confirm this information to us and we can close this complaint as 'resolved'.

We have certainly confirmed a solution to this matter. Thank you for your support.

However, the 3000 JPY deposited after that is still Pending.

To Martin

Do I need to make a claim about this as a separate topic?

. .

本件については確かに解決を確認しました。ご対応を感謝します。

ただし、その後に入金した3000JPYについては依然としてPendingのままです。

To Martin

これについては、別のトピックとしてクレームを立てる必要がありますか？

Dear Issel,

You don't need to make a separate complaint about the second deposit of 3000 JPY. I would like to advise that we wait for a few more days for transaction to be successful again. In case the transaction will not be successful after a few days, I would recommend to contact EcoPayz again and restrain using this payment method in the future.

This application was made a week ago, is it still unnecessary?

If so, this problem will be solved and the problem will be raised again.

こちらの申請は1週間前に行われたものですが、それでも不要ですか？

でしたらこの問題は解決として、改めて問題を立てるものとします。

Dear Issei,

Could you, please, provide us with the screenshot of the deposit 3000 JPY where the reference number will be visible?

Thank you in advance!

Kindest regards,

Goodman Casino

Dear Casino Guru Team,

The deposit was successful, the player got his money. We believe that this complaint should be closed.

Thank you for cooperation!

Kindest regards,

Goodman Casino Team

Dear Issel!

Could you please confirm that your deposit was credited into your game account?

All the problems have been solved.

Thank you for your long-term support.

問題は全て解決しました。

長期にわたるご対応、ありがとうございました。

Hello Issel!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and 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.