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Successful deposit made via Giropay. Funds were provably transferred from the checking account, but apparently never received by the provider.

According to the live chat, the funds should have arrived within two hours, but were never credited to my account. Live chat is hard to reach.

Einzahlung erfolgreich über Giropay erledigt. Geld wurde vom Girokonto nachweislich überwiesen aber sei beim Anbieter nie angekommen.

Laut live Chat soll das Geld in zwei Std ankommen, ist aber nie gutgeschrieben worden. Livechat ist schwer zu erreichen.

Dear Dario1304,

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 that 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 credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted the payment provider already? Ideally, they should be part of the investigation.

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

Best regards,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello Kristina,

Thank you for your message. I will definitely follow your recommendations! To your questions:

1. No, it was not the first deposit with the casino provider nor the first deposit via the payment provider Giropay.
2. I will then contact Giropay directly and investigate. Do you have a contact for me? However, on the bank statement where the debit is shown, it says Skrill Paysafepayment even though it was made through the payment provider Giropay. How can this be explained?

Thanks in advance.

Best regards

Hallo Kristina,

Danke für deine Nachricht. Ich werde Ihren Empfehlungen definitiv folgen! Zu ihren Fragen:

1. Nein es war nicht die erste Einzahlung bei dem Casinoanbieter als auch nicht die erste Einzahlung über den Zahlungsanbieter Giropay.
2. Ich werde dann direkt Giropay kontaktieren und dort Nachforschungen erstellen. Haben Sie hier einen Kontakt für mich? Auf dem Kontoauszug wo die Abbuchung ersichtlich ist, steht jedoch Skrill Paysafepayment obwohl es über den Zahlungsanbieter Giropay lief. Wie ist dies zu erklären?

vielen Dank im Voraus.

Viele Grüße

Hello dear Guru team,

While communicating with you, I contacted Giropay in Germany and after 24 hours the amount was refunded to my bank account. My ticket can therefore be marked as successfully completed.

Thank you and you are great. Keep it up!

best regards

Hallo Liebes Guru-Team,

Ich habe mich, parallel zur Kommunikation mit euch, mit Giropay in Deutschland in Verbindung gesetzt und nach 24 Std die Summe auf mein Bankkonto zurückerstattet bekommen. Entsprechend kann mein Ticket hier auf erfolgreich erledigt gesetzt werden.

Ich danke euch und Ihr seid toll. Weiter so!

beste Grüße

Dear Dario1304,

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

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru