5Gringos Casino - Die Einzahlung der Spielerin wurde ihrem Casino-Konto nie gutgeschrieben.

Beautiful good day,

On April 5th, I made a deposit of € 10 by bank transfer to the above-mentioned casino. According to my bank statement, the recipient is TILAROS. However, I was not shown any credit.

Then I emailed the casino and they said at first that I had already gambled away the credit. Definitely not true. After further email, I should contact my bank for the

gave me no hope of getting that money back.

After another email it was said that the provider had not accepted my money. Then I ask myself, where is my money? I didn't get it back.

It would be very kind of you to help me with this matter.

Thank you in advance and best regards

Monika k ***

Schönen guten Tag,

ich habe am 5.4.21 per Banküberweisung eine Einzahlung in Höhe von 10,€ an o.g. Casino getätigt. Laut meinem Kontoauszug heisst der Empfänger TILAROS. Es wurde mir jedoch kein Guthaben angezeigt.

Dann habe ich mich per E-Mail an das Casino gewendet, da hiess es zuerst, ich hätte ddas Guthaben bereits verspielt. Das stimmt definitiv nicht. Nach weiterer E-Mail, sollte ich mich an meine Bank wenden, die

hat mir keine Hoffnung gemacht, dass Geld zurück zu bekommen.

Nach weiterer E-Mail hiess es, der Anbieter hätte mein Geld nicht angenommen. Dann frage ich mich, wo ist denn mein Geld? Zurück bekommen habe ich es nicht.

Es wäre sehr freundlich von Ihnen, mir bei dieser Angelegenheit zu helfen.

Vielen Dank im voraus und liebe Grüße

Monika K***

Dear Moni29,

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 which takes approximately one month. In these cases, 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 bank already? If there’s any relevant communication, please forward it along with a payment receipt to petronela.k@casino.guru.

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

Best regards,

Petronela 

Dear Moni29,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.