Casino Bello - Der Spieler hat Probleme mit einer gesperrten Einzahlung.

Dear CasinoGuru Team,

I apologize for opening a case over this minor issue, but the casino is not responding to my attempts to contact them. I've tried twice via the contact form in the past 7 days and once by email.

Unfortunately, I accidentally opened a second account at this casino. My old account was inactive for a long time, and the email address associated with it was also inactive. I apologize for the mistake, which thankfully has never happened to me before. I had only registered with 5 casinos using the old email address.

I noticed the error after depositing 20 euros and immediately contacted the casino via the contact form. I did not place any bets.

I followed up a few days later by email, which also went unanswered. Another request through the form was ignored as well.

I completed KYC on the old account, but not on the mistakenly created one.

Unfortunately, it seems the casino is hoping that no one will go through the effort over 20 euros.

I cannot use the deposit due to the unintentional breach of terms and conditions. Therefore, it should be standard procedure to refund the deposit and close the mistakenly created second account. Alternatively, which I would have also accepted, is to credit the deposit to the already existing account.

The only reaction from the casino was to deactivate the second account.

I kindly ask you through this medium to prompt the casino representative to address my request. Thank you very much.

Liebes Team von CasinoGuru,

es tut mir leid wegen dieser kleinen Angelegenheit ein Case zu eröffnen, jedoch reagiert das Casino nicht auf meine Kontaktversuche, 2x via Kontaktformular in den letzten 7 Tagen und einmal per E-Mail.

Ich habe leider aus Versehen ein zweites Konto bei diesem Casino eröffnet, mein altes Konto war seit langen Inaktiv und die dort angegebenene E-Mail Adresse inaktiv. Es tut mir leid für den Fehler, der mir zum Glück sonst noch nie passierte, mit der alten E-Mail Adresse war ich auch nur in 5 Casinos angemeldet.

Ich bemerkte den Fehler nach Einzahlung von 20 Euro und kontaktierte das Casino umgehend via Kontaktformular, selbstverständlich ohne einen Einsatz irgendwo zu tätigen.

Ich fragte dann wenige Tage später per E-Mail nach, welche leider auch nicht beantwortet wurde. Auch eine weitere Anfrage via Formular wurde ignoriert.

KYC habe ich im alten Konto gemacht, in dem irrtümlich erstellten nicht.

Leider scheint das Casino darauf zu spekulieren, das man wegen 20 Euro keinen Aufwand auf sich nimmt. 

Ich kann den Deposit durch den ungewollten AGB Verstoss nicht verwenden, weshalb es ja selbstverständlich sein sollte mir die Einzahlung zu erstatten und den versehentlich erstellten Zweitaccount zu schliessen. Oder alternativ, was ich auch akzeptiert hätte, den Deposit auf das bereits vorhandene Konto gutzuschreiben.

Die einzige Reaktion des Casinos war, das zweite Konto zu deaktivieren.

Ich bitte Sie daher auf diesem Wege, den Casinovertreter zu einer Bearbeitung meiner Bitte zu bewegen. Vielen Dank

Dear hugbearli,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Have you contacted the casino through live chat?

When did you create this new account?

Did you only make a deposit without activating any bonuses or engaging in further activity?

Could you please share your communication with the casino? You can send emails or chat transcripts to my email at dominika.l@casino.guru or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Dominika,

The live chat referred me to the email and the contact form.

I registered with the second account by mistake on October 15th, then there were weekly promotions and I waited to see what kind of offers there were.

I wanted to use one of these offers (see above, 07.12 deposit) and when the bonus was not credited to me, I tried logging in with the old email address as a test and then noticed that I had made deposits there a long time ago. To be honest, I don't understand why casino software doesn't indicate that you already have an account when you register and before you make a deposit. This check is only carried out after payment if the bonus is not credited. Some other casinos with the same softswiss software indicate this when you make a deposit.

I have attached the communication with the casino and my email request above. I can upload screenshots from the contact form, but all you see is "Your request has been sent" in German.

I find it a bit annoying that they read my emails and deactivate my account, but otherwise neither issue a refund nor give the customer a response. But I am sure that the casino will resolve the matter seriously by issuing a refund after receiving an invitation here.

I wish you happy holidays and a healthy 2025

Hallo Dominika,

der Live Chat verwies mich auf die E-Mail und das Kontaktformular.

Registrierung mit dem irrtümlich zweiten Konto war am 15. Oktober, daraufhin kamen wöchentliche Promos und ich habe erstmal abgewartet, was für Angebote es hat.

Ich hatte dann eines dieser Angebote nutzen wollen (siehe oben, 07.12 Einzahlung) und als mir der Bonus nicht gutgeschrieben wurde, habe ich testweise einen Login mit der alten E-Mail Adresse versucht und dabei dann bemerkt, dass ich vor langer Zeit einmal dort Einzahlungen tätigte. Ehrlich gesagt verstehe ich auch nicht, wieso eine Casinosoftware nicht direkt bei der Registrierung und vor der Einzahlung hinweist, das man bereits ein Konto hat. Diese Prüfung wird erst nach Zahlung vorgenommen, wenn man den Bonus nicht gutschreibt. Manch andere Casinos mit derselben softswiss Software weisen bereits bei der Einzahlung darauf hin.

Die Kommunikation mit dem Casino bzw. meine E-Mail Anfrage habe ich oben ja beigefügt. Ich kann noch Screenshots aus dem Kontaktformular hochladen, aber da sieht man nur "Ihre Anfrage wurde gesendet" auf Deutsch.

Ich finde es etwas ärgerlich dass man meine E-Mails liest und das Konto deaktiviert, ansonsten aber weder eine Erstattung vornimmt noch eine Antwort an den Kunden gibt. Aber ich bin sicher, dass das Casino nach einer Einladung hier die Sache seriös löst in Form einer Erstattung.

Ich wünsche Ihnen frohe Festtage und ein gesundes Jahr 2025

Dear hugbearli, do I understand correctly that you tried to activate the bonus with your deposit but it wasn't credited?

How did you activate the bonus?

Have you heard back from the casino?

Hello,

Exactly, so again for a better understanding: For the first 3 weeks or so when I tried online gambling, I used Gmail address X to register at casinos, which I had previously used for newsletters for years. That was in 5 casinos. Then I deactivated this email because 90% of it was spam and decided to create a new gmail just for casinos.

I used this to register at casinobello a long time later (many months), always using my real name of course. I then received a special bonus via email and used the bonus code. When this bonus was not activated, I wanted to contact the chat but I had the idea of trying to log in with the deleted email first.

When this login worked, I noticed my mistake and since then I have been trying to get a refund or to have the deposit credited to the old account. As mentioned, it would be desirable if a casino did not wait until the deposit was made to check for duplicate accounts, but instead compared the data and date of birth when registering. But yes, it was my mistake and it only happened to me once and never again.

As mentioned, the casino does not respond to emails. I have seen that they do not even respond to negative feedback on TrustPilot, although 99% of Hollycorn casinos and most of Dama's unofficial sister casinos respond there, which is why there is something suboptimal about the management of this casino. But simply blocking it and keeping the money is definitely not okay 🙁

Hallo,

genau, also nochmal zum besseren Verständnis: Die ersten ca 3 Wochen als ich Online Glücksspiel probierte habe ich für die Registrierung in Casinos Gmail Adresse X benutzt, welche ich zuvor jahrelang für Newsletter nutzte. Das war in 5 Casinos. Dann habe ich diese email deaktiviert weil 90% Spam war und entschied, eine neue gmail zu erstellen nur für Casinos.

Mit dieser hab ich mich laaaaange (viele Monate) später bei casinobello angemeldet, jeweils natürlich mit richtigen Namen etc. Ich bekam dann einen Specialbonus per email und habe den Bonuscode verwendet. Als dieser Bonus nicht aktiviert wurde, wollte ich den Chat kontaktieren aber es kam mir die Idee, den Login vorher mit der gelöschten E-Mail zu probieren.

Als dieser Login funktionierte, bemerkte ich meinen Fehler und seitdem versuche ich die Erstattung zu erhalten oder eben Gutschrift der Einzahlung auf dem alten Konto. Wie erwähnt wäre es wünschenswert, wenn ein Casino nicht erst bei Einzahlung auf doppeltes Konto prüft, sondern bei Anmeldung die Daten & Geburtsdatum abgleicht. Aber ja, es war mein Fehler und passiert mir nur 1x & nie wieder.

Wie erwähnt reagiert das Casino auf keine E-Mails. Ich habe gesehen, das Sie nichtmal auf TrustPilot bei negativen Feedbacks antworten, obwohl dort 99% der Hollycorn Casinos und die meisten der inoffiziellen Schwestercasinos von Dama antworten, weshalb im Management bei diesem leider irgendetwas suboptimal läuft. Einfach sperren und das Geld behalten ist aber definitiv nicht in Ordnung 🙁

Dear hugbearli, can you access both your casino accounts or are they blocked?

Have you received any response from the casino?

Hello,

the erroneous new one with the 20 Euro credit is blocked, the other one is active.

Unfortunately still no help from the casino or refund 🙁 Live chat refers as mentioned to finance department by email 🙁

Hallo,

das irrtümliche neue mit den 20 Euro Guthaben ist gesperrt, das andere ist aktiv.

Leider weiterhin keine Hilfe vom Casino oder Erstattung 🙁 Live Chat verweist wie erwähnt auf Finanzabteilung per Mail 🙁

Thank you very much, hugbearli, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello hugbearli,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Casino Bello representative to join this conversation and participate in resolving this complaint.

Dear Casino Bello,

Could you comment on this?

Thank you in advance for providing the information.

We would like to ask the 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 may negatively affect its rating.

Dear Hugbearli,

As we have duplicated account policy in our T&C actions were made based on it. 

As soon as the account was marketed as duplicated, team made decision to close it, as a rule we always keep the first account active and remove the ones that were created after.

please find full details in our T&C on the bottom of our website.

https://www.casinobello.com/terms-and-conditions

However, I want to apologize if we failed to explain details to you in direct communication and keep you waiting this long! Because our delayed response I can offer to transfer this balance on your active account and on top of that offer you bonus. 

or you can request refund by providing a photo of your ID that reflects your photo, name, date of birth, and expiration date. The document must be uploaded to your account, "Verification" tab on your active account.

Should you have any questions or doubts, please do not hesitate to contact us via email or via live-chat.

Regards,

CasinoBello Team

Dear Casino Bello,

Thank you for your response and the information provided.

Hello Hugbearli,

Could you let us know whether you want to transfer your funds to the original account or if you would like to receive a refund?

I'll be awaiting your reply.

Hello,

You are welcome to transfer it to the active account including bonus, thank you & have a nice weekend.

Hallo,

Gerne können Sie es auf das aktive Konto umbuchen inkl. Bonus, danke & ein schönes Wochenende.

Dear Casino Bello,

Would it be possible to transfer the funds to the original account and add the bonus to the player?

I'll be awaiting your reply.

Dear Hugbearli,

Funds are already transferred on your active account and bonus is also issued on the same account, please check email for details about bonus.

Dear Stefan,

Thank you for your involvement

Dear Casino Bello,

Thank you very much for your cooperation.

Hello Hugbearli,

Could you confirm that you have received the funds and bonus to the original account?

I'll be awaiting your reply.

Dear hugbearli,

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.

Sorry, I missed the notification email 🙁

I am happy to confirm receipt. Thank you very much

Entschuldigung, hatte die Benachrichtigungsmail übersehen 🙁

Gern bestätige ich den Erhalt. Vielen Dank

Dear hugbearli,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Stefan, Casino.Guru