YouBetcha Casino - Vklady hráče nebyly nikdy připsány na jejich kasinový účet.

I became aware of this casino through a forum post.

There should be 10 FS for registering s.

This sign up bonus has not been credited.

The first deposit, via jeton wallet, over € 20, went out of my jeton wallet, but the balance in the casino account did not update even after hours.

A second attempt was made.

Another € 20 + welcome bonus via jeton wallet. The cache and cookies were deleted in advance using a different browser.

The 2nd payment is also to be noted for me as an outflow.

Support contacted by mail, no answer

Support in live chat, not available all day.

Durch einen Forumsbeitrag bin ich auf dieses casino aufmerksam geworden.

Es sollte für s registrieren 10 FS geben.

Dieser sign up Bonus wurde nicht gutgeschrieben.

Die ersteinzahlung, via jeton wallet, über 20 €, ist von meiner jeton wallet abgegangen, aber das Guthaben im Casino account, aktualisierte sich auch nach Stunden nicht.

Es erfolgte ein 2.er Versuch.

Erneut 20 € + willkommensbonus via jeton wallet. Über einen anderen Browser, vorab erfolgte das Löschen der Cache und cookies.

Auch die 2. Zahlung ist bei mir als Abgang zu vermerken.

Support per Mail kontaktiert, keine Antwort

Support im live chat, den ganzen Tag nicht zu erreichen.

Dear zoeyschka,

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 deposits have 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 you contacted your payment provider already? If there’s any relevant communication, please forward it along with payment receipts to petronela.k@casino.guru.

As I mentioned earlier, if deposits haven't been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary.

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, zoeyschka, for the payment receipts. Could you please advise if you contacted your payment provider already and clarify which payment method you have used as I'm not able to identify it from the forwarded screenshots? Looking forward to hearing from you.

I have not yet contacted the payment provider.

And the payment method is token wallet.

Zum Zahlungsanbieter, habe ich noch keinen Kontakt aufgenommen.

Und bei der Zahlart handelt es sich um Jeton wallet.

I contacted the payment service provider, the jeton support employee could not find any errors in the payment process, the transaction was successful, the amount (s) can be recorded as an outflow in my jeton wallet, as requested.

Then I logged into my youbetcha account.

Like a miracle ... After 3 days there was a live support agent against

I described my problem.

The support checked and checked ... And checked until the chat was closed due to inactivity on my part.

It is not possible to contact you again. Because the live chat was offline.

Den Zahlungsdienstleister habe ich kontaktiert, der jeton Support Mitarbeiter konnte keinen Fehler im bezahlvorgang feststellen, die Transaktion war erfolgreich, der Betrag / die Beträge sind, wie gewünscht, in meiner jeton wallet als Abgang zu verzeichnen.

Darauf hin loggte ich mich in meinen youbetcha Account ein.

Wie ein Wunder... War nach 3 Tagen mal ein live Support agent zu gegen😟

Ich schilderte mein Problem.

Der Support prüfte und prüfte... Und prüfte so lange bis, der Chat wegen Inaktivität meiner Seits, geschlossen wurde.

Eine erneute Kontaktaufnahme nicht möglich. Weil der live chat offline war.

Thank you very much, zoeyschka, 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 zoeyschka!

From now on, I will be taking care of your complaint. I would like to invite YouBetcha Casino's representatives into this complaint's thread in order to help us resolve the situation.

We would like to ask YouBetcha Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.