Casinorex - Die Einzahlung des Spielers wurde nie seinem Casino-Konto gutgeschrieben.

Hi

I deposited 50€ via Giropay on Friday, since then the money has been listed as "pending", but it has been debited from my bank account. I contacted customer service and they said I had to wait for them to check it out. I've been waiting for my money for 2 days and I sent them proof that the money was debited from my account.

Hallo

ich hab am Freitag 50€ eingezahlt durch Giropay, Das Geld steht seitdem als „ausstehend", es werde aber von mein Bankkonto abgebucht. Ich hab den Kundenservice kontaktiert und die meinten dass ich warten muss bis die das prüfen. Ich warte schon 2 Tage auf mein Geld und ich hab denen den Nachweis geschickt dass das Geld von meinem Konto abgebucht wurde.

Dear 742fpcqs7v,

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, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing 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 advise if it was your first deposit in this casino? Please forward your 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 

Hello 742fpcqs7v,

Have there been any developments since our last conversation, please? 

Dear 742fpcqs7v,

Have you received your deposited funds? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

The player confirmed on our Forum that the deposit has been successfully credited.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, 742fpcqs7v, for your confirmation, and please don’t 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,

Petronela

Casino.Guru