Slot10 Casino - Hráčův vklad nebyl nikdy připsán na jeho účet.

On April 29th I transferred €10 via real-time transfer to this casino and on May 2nd I added €10 via Paysafe. None of these amounts where you have credited it to this day

29.04 habe ich 10 € per Echtzeit Überweisung an dieses Casino überwiesen und am 2.5 10 € über Paysafe aufgeladen keiner dieser Beträge wo du ihn bis heute gutgeschrieben ich bin bis jetzt mindestens 100 mal mit dem Support in Verbindung getreten ich werde immer noch vertröstet

Dear hromekmartin2,

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 one month approximately. 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,

Kristina

The first payment provider was my bank with a real-time transfer. You can track the status and the money is credited to the recipient within a few seconds.

The other deposit via Paysafe is actually credited to the account after a few minutes

I have already contacted my bank about this, the money has been received by the recipient, my bank cannot tell me what happened to the money. And Paysafe you pay like cash if you take it like that it's basically cash so the fault is definitely not with me or with the payment providers but with the casino

Because this is a thousand times chatting requests with some bots and always getting said we drink I just noted it goes on to the next department so it basically means to me after I asked the seventh time and was told the seventh time I was told I forwarded it again to the responsible department as an urgency note, that was exactly the sentence that the previous employee also mentioned to me, so he didn't even go into what was going on

Der erste Zahlungsanbieter war meine Bank mit einer echtzeitüberweisung. Da kann man den Status nachverfolgen da ist das Geld innerhalb weniger Sekunden gutgeschrieben bei dem Empfänger.

Die andere Einzahlung via Paysafe ist eigentlich auch nach wenigen auf dem Konto gutgeschrieben so war es bisher immer und warum soll das plötzlich denn nicht so

Ich habe mit meiner Bank diesbezüglich schon Kontakt aufgenommen das Geld ist bei den Empfänger eingegangen was da mit dem Geld geschehen ist kann meine Bank mir nicht sagen. Und Paysafe bezahlt man ja wie Bargeld wenn man es so nimmt ist ja im Grunde genommen Bargeld also liegt der Fehler und definitiv nicht bei mir oder bei den Zahlungsanbietern sondern beim Casino

Weil dieses tausendmal Anfragen mit irgendwelchen Bots chatten und immer dahin und immer gesagt bekommen wir trinken ich halt vermerkt geht es weiter an die nächste Abteilung also heißt es für mich im Grunde genommen nachdem ich das siebte mal nachgefragt habe und das siebte Mal gesagt bekommen habe ich habe es wieder dringlichkeitsvermerkung an die zuständige Abteilung weitergeleitet das war nämlich genau der Satz was sie vorherigen Mitarbeiter mir auch genannt haben also wird er gar nicht drauf eingegangen was da los ist

Dear Kristina and hromekmartin2,

Please note that we are checking the issue with the deposits on our side as well. 

Kind Regards, 

Slot10 Casino Team 

How long? 2 weeks?

Wie lange den?? 2 Wochen?

The fact is that to date there has been no feedback from the casino regarding the status of the processing. It doesn't take 2 weeks to see where the money is.

Fakt ist bis heute kam keine Rückmeldung von dem casino bezüglich des Standes der Bearbeitung. Es dauert keine 2 Wochen zu sehen wo das Geld ist.

Hello everyone,

Thank you both for your replies.

hromekmartin2, could you please post here or forward me screenshots of the deposit receipts and deposit/cashier history from your casino account?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

You have an email

Sie haben eine e mail

Unfortunately, I can no longer get in at Paysafe because after this incident, Paysafe temporarily blocked my Paysafe account, which of course is wonderful

Bei Paysafe komme ich jetzt leider Gottes nicht mehr rein weil nach diesem Vorfall hat Paysafe es vorübergehend gesperrt mein Paysafe account was ja natürlich wunderbar ist

Did the Paysafe specify when will your account be reopened? Have you tried explaining the situation to their support? If there is any communication between you and the payment provider, please forward it to me as well.

Dear hromekmartin2,

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.

No, unfortunately not, it might be possible to restore it, unfortunately I can't say for sure....

Nein leider nicht, vllt lässt sich diese wiederherstellen das kann ich leider nicht genau sagen....

Did Paysafe at least explain the reason behind blocking your account? Such organizations usually send an email with an explanation.

Dear Kristina and hromekmartin2, 

We checked in our system, and we can confirm that your deposits did not make it to us – the transactions failed.

We would advise checking again with your bank and Paysafe, once your account is fixed. 

Kind Regards, 

Slot10 Casino Team 

As you can see above, the money has been deducted from my account and unfortunately no longer credited. I have already spoken to the bank and paysafe, the money was immediately transferred to the bank, debited and nothing ever came back THE FAULT IS WITH YOU AND YOUR CASINO

Das Geld ist wie man oben sehen kann,von meinem Konto abgezogen worden, und leider nicht mehr gut geschrieben. Mit der Bank und paysafe habe ich schon gesprochen,das Geld wurde bei der Bank per sofort überweisung,abgebucht und zurück kam nie etwas DER FEHLER LIEGT BEI EUCH UND EUREM CASINO

No, unfortunately I did not receive an email from you, so paysafe

Nein habe leider keine e mail erhalten von ihnen also paysafe

hromekmartin2, could you please forward me these conversations with both your bank and Paysafe? (My email address is kristina.s@casino.guru.)

Dear hromekmartin2,

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 conversation with the bank took place over the phone.

Das Gespräch mit der Bank fand leider telefonisch statt..

I am sorry, but in a case like this about lost deposits, we need a certain level of cooperation from players and a very specific kind of evidence, and we have not moved forward over a month. Please, contact your bank again and ask them for written confirmation that the payment has been processed from their side. Additionally, please forward me all bank statements from April until now so that we can make sure that the payment hasn't been returned.

Regarding the lost deposit made via Paysafe card, please, at least forward me the email in which you tried to contact them regarding this issue even if they have never replied and proof that you indeed do not have access to your account. Thank you.

Dear hromekmartin2,

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.